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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%

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

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