Farrow & Ball Awards Case Study 2012: Integrated service creates value & growth

 

Integrated service creates value & growth

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Learn how Farrow & Ball achieved 581% ROI and released 43% more workload capacity by deploying a new workforce optimisation tool alongside systematic process reengineering.

Farrow & Ball is a premium manufacturer and retailer of paint and wallpaper renowned throughout the world, with service expectations to match. As part of a strategy to triple the size of the business, front and back office activity were brought together and a new Head of Customer Service appointed. Growth drove the need for multi lingual skills and made robust analysis of the operation essential - to inform decisions, improve service and drive value. A workforce optimisation tool, RedOwl, brought in depth understanding of the operation and this newfound visibility, together with focused training and extensive team-led process reengineering based on LEAN methodology, has enabled the company to release 43% more advisor hour capacity – equivalent to 15 FTE – and increased average transaction values by 21%.

Results

  • 43% more workload capacity released, equating to 15 FTE
  • Eliminating 93% of ‘key man dependencies’
  • Average transaction value up 21%
  • ROI of 581% on technology investment, and payback within 2.5 months
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