See the full Case Study

Discover how Sainsbury’s Bank created an exceptional customer service organisation in this brand-new operation, through sheer, palpable enthusiasm. From end-to-end, collaboration isn’t just talked about but lived, embedded in the culture. Their ability to develop new tools and methods, at no extra cost, is built on a foundation of strong values, desire to improve and a pragmatic view of what is achievable – in planning, insight, quality & continuous improvement for instance. Exemplary leadership, open communication and absolute alignment to a common goal create an environment where people can grow in skill and confidence, while having maximum impact. Everyone can learn from seeing this – a testament to what can be achieved by empowering people to be creative and to be their personal best.

Who should attend? This case study is of interest to anybody who is developing a new team or function or wants to get more out of the resources they have available. This is a great example of how Planning, Insight and Quality communities can support each other to drive innovation.

Key Results

• 15FTE saving through new MI tools
• Utilisation up 10 percentage points
• 2FTE saved through a single scripting review
• Overall NPS has grown from 50 to 66
• Online NPS up 14 points to 23