Understanding how agencies worked was the first step. The team mapped out every process, built tools to track efficiency, and helped direct £1m in smart investments. It wasn’t always easy—some were sceptical. By listening, showing value, and collaborating, they made agency operations smoother and more effective.

The Leeds Building Society Planning Team proved that small tweaks can make a big difference. They automated break management, saving time for everyone. They also made planning more transparent, boosting engagement. The result? Fewer disruptions,and happier staff. Sometimes, the best solutions are the simplest.

Planning at Firstsource used to be unreliable. The team changed that. They improved forecasting accuracy by up to 15%, cut response times, and built a structured database to speed up decisions. It wasn’t always easy – getting the right data was a struggle. But now, their insights shape business decisions every day.

Customers were frustrated. Engineers were stretched. The planning system wasn’t working. The team rebuilt it from the ground up, using real-time data to forecast demand. They cut last-minute cancellations and even introduced same-day service. Most importantly, they earned trust—both from engineers and customers—by delivering what they promised.

The Aldermore team knew things had to change. Service levels were poor, and staff were overwhelmed. Instead of patching up problems, they tackled the root causes. Breaking down silos and using data to drive decisions, they improved efficiency, saved £7m, and boosted engagement. The real win? A lasting culture shift.