|MASTER THE NEW FUNDAMENTALS|
|ACHIEVE DIGITAL SUCCESS|
In a digital world where new business models gain market dominance, who would have thought that perfecting your processes could be a key differentiator? Yet today, operational proficiency is a critical enabler for market leaders.
Armed with industry expertise and the right supporting technologies, we’ll break down the silos between your business and technology, and identify core processes that will differentiate you. (We can also help you outsource those that don’t). Then we’ll determine key value drivers in each process, redesign and optimize them, and implement with change management to ensure they stimulate growth, drive out cost, and enhance customer and employee experiences.
This approach is not just theory, but delivering value in the market today.
In the banking industry where process improvement and employee satisfaction are critical success measures, we focused on streamlining a high volume, complex, and lengthy customer facing processes with a front-line employee portal. The effort consolidated 40 business applications and resulted in 2-3% higher employee satisfaction while saving 17,000 hours of time annually.
To thrive in a digital environment known for persistent change and invention, you must task and equip your organization to achieve far more, far faster.
Based on over 1,300 commercial diligence engagements for sophisticated acquirers worth over $300B, we’ve identified six capabilities of the most adaptive and digitally adept organizations. These digital achiever attributes range from how they engage employees and build products to how they serve and retain customers. We can help you develop all six capabilities and use them to achieve significant gains.
This is not just another maturity model on paper, we are currently helping clients solve issues faster.
For a utility, where customer expectations and communication are increasingly important, we drove collaboration between their business and technology teams to create a 100% analytics-based maintenance plan and implemented a system that delivered a 20% extension in average asset lifetime and 30% lower costs.
For a health insurance payer, we set a target of converting 50% of member marketing communications to digital delivery. The goal was to increase efficiency and improve satisfaction. The project achieved a 15% lift in member engagement and a 12% cost savings.
New products, services, and ways of doing business are drivers of the digital age. On the surface, these innovations appear to come purely from an entrepreneur’s intuition and force of will. But peel back the layers and you’ll find that data is the essential asset driving top line revenue growth.
If data is an afterthought in your organization, now is the time to change your assumptions.
As a team of business-minded technologists and technology-minded business people, we have partnered with clients for over 15 years building data platforms and assets needed to expand our client’s capabilities and fuel growth. The benefits are legion. If you’re a bank with plans to scale operations, data can help you expand without adding massive overhead or undue strain on your back office. If you’re an insurance company that issues millions of quotes that go unsold, data can help you mine customer resistance to develop new offers. Regardless of industry, data presents a nearly limitless and perpetual source of new opportunity.
Relying on our uncommon blend of business savvy and deep technical expertise, we use data every day to drive business outcomes.
To improve the customer experience for a $40B insurance company, we set a goal of 60% of inbound customer service calls digitally tiered & smart routed for treatment. The effort achieved its goal yielding 18% lower call center cost, 7% lift in cross sell, while maintaining steady NPS.