Geoban (part of Santander UK) Case Study 2016: Great service: plan for processes that make life easy

See the full Case StudyPresentation slides and Video

See how banking processes and customers’ end-to-end experience are transformed by new approaches to planning & insight at Geoban, on behalf of Santander UK.

A strong cultural identity, built around professionalism in service delivery, has transformed the back office at Geoban, in the face of complex challenges from consolidating diverse banking brands and an industry-wide explosion in PPI claims. This is underpinned by Quality, Control & Productivity (the ‘triangle’) and a new central Command Centre, which brings together planning & insight functions. New approaches to planning & insight are supporting a culture of collaboration, improving end-to-end customer journeys. Customer journey times are down a third in mortgage validations, ‘straight through processing’ is now c80% and service level breaches are almost eliminated for Subject Access Requests (SARS), despite a 32% surge in volume.

Key Results
  • 98% reduction in SARS regulatory breaches in spite of 32% increase in demand in 2015
  • 1 day (33%) reduction in customer journey for TD Validations
  • 50% improvement in TD Validations experiencing the optimum customer journey. Straight-through processing up from 50% to 78%

Site Visit Feedback

Who or what inspired you most?
"The passion to deliver for the customer, in the BO, through planning, insight, MI and operations partnerships." Paul Rice, American Express

"The full team have a shared goal and are passionate about achieving the same outcome." Paddy Dinsmore, npower

"I loved hearing about the journey to get where you are now. It's really inspirational." Rick Murphy, Direct Line Group

What will you do differently after today?
"I will be reinforcing importance of communication and refreshing how this happened and focus throughout areas to ensure all aligned." Louise Cook, BGL Group

"More comprehensive process mapping to support planning in terms of success factors; Buy in; Realisation." Dan Brown, npower

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