We are currently updating our CRM software so the forms on our website may not work correctly.

If you want to book a place on our training or conferences, please email events@theforum.social and we will process your request.

Apologies for any inconvenience.

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.

2016 Innovation & Transformation Awards: Great service: plan for processes that make life easy at Geoban

Published on 25 April 2016

2016 Innovation & Transformation Awards: Great service: plan for processes that make life easy at Geoban

See the full Case Study

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 industrywide 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%
Comments (0)Number of views (485)

Author:

Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, Awards Case Studies

Tags:

Print