Case Studies Modules

Find out how other organisations transformed the way they worked. Learn from almost 20-years of Innovation Award case studies, to take away practical ideas for your own workplace. These case studies are available for Members only please register on the website to view.

Case Study 2018: A team with direction, working as one at Sainsbury's Bank

Great leadership, values and co-operation have been the cornerstone of success at Sainsbury’s Bank’s first in-house contact centre, driving cost-savings alongside a 16-point NPS increase

What can you learn from the National Planning Awards Winners?

This year’s National Planning Awards have given us some great stories from teams and individuals who are making the difference in their organisation. The Awards programme is one of the ways that we help our members share Best Practice and learn from each other’s experience. You can have a chance to hear from each of our winners at the National Planning Conference on 28th November in Chesford Grange, Warwickshire.

Case Study 2017: Releasing potential: gain the attention of the board at TUI

Explore an extraordinary depth of engagement in Swansea, the hub of a new operating model that has turned around performance in a competitive market, with a 40 point rise in NPS and £17m benefits.

Alliance & Leicester 2008 Case Study: Optimising the contribution of sale-makers

How modelling value, rather than volume, drove employee contribution up 16% and rewarded the best performers at Alliance & Leicester.

Southwark Council / Vangent Awards Case Study 2007: Catalyst for change at Southwark Council

How a partnership with Vangent broke the mould at the London Borough of Southwark, gaining £9.5m efficiencies at in the first phase of improving services for citizens.

Sandwell Metropolitan Borough Council Awards Case Study 2007: Anti-social behaviour hotline at Sandwell

How the new Anti-Social Behaviour hotline supports local residents, identifies hotspots and reduces crime in Sandwell Metropolitan Borough Council.

Salford 2007 Case Study: ‘Think Customer’ at Salford City Council

How new services have been developed, working with other local public sector organisations, to deliver better, faster and simpler contact for Salford citizens.

Logica CMG Awards Case Study 2007: Networking technical support around the globe at Logica CMG

How global support became a key commercial benefit, increasing issue resolution, employee retention and service performance.

ingenico Awards Case Study 2007: Planning for Quality at Ingenico

How service failure provided the impetus to develop workforce management and create operational resources for a complete re-focus on quality and training.

FEXCO Contact Centre Awards Case Study 2007: Planning and automation at Fexco

How planning and communication led 80% of schedule preferences granted, 30% more training delivered and 55% fewer call transfers.