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Financial Services

NEEDS-BASED RESULTS

 

Financial Services

SITUATION

Financial services provider needed help reengineering Sales and Customer Service processes, reducing operational expenses, and increasing responsiveness.

DRIVER GOAL

  • Increase Sales effectiveness and employee productivity.
  • Redefine and simplify the organizational structure.
  • Improve overall customer satisfaction.

RESULT

  • Met 100% of monthly sales quotas.
  • Saved $7 million annually.
  • Converted 50% of time spent on paperwork to time on the phone with customers.
case study image, CS-120

Case Study

Restructure, Redesign & Optimize Sales & Customer Service

Issue

A provider of financial services engaged The Highland Group to help reengineer its Sales and Customer Service processes, reduce operational expenses, and design and implement a management system to increase customer responsiveness.

Highland Approach

Improvement of office-based processes, while not the focus of traditional Lean tools and techniques, has become increasingly important as businesses recognize the tremendous savings opportunities as well as the intangible benefits, such as improved employee morale and productivity and customer satisfaction. The Highland Group began by partnering with client personnel to conduct a workflow analysis and redesign focused on increased customer responsiveness. A structured System For Managing translated high-level performance Driver Goals into specific, measurable, actionable tasks at the workgroup level.

Actions Taken

  • Developed and implemented a goal alignment and translation process.
  • Restructured the organization including creation of a Call Center.
  • Created and conducted training programs for telephone and field sales staff.
  • Designed and implemented a reward and recognition program for the Sales organization.
  • Redesigned Customer Service to focus the organization on meeting customer requirements.
  • Designed and initiated a System For Managing that addressed converting customer demand into effective and timely responses, and trained managers and supervisors on its use.

reduced Call Center wait time by

40%

while reducing order processing time from 10 days to 2 days

Related Information

industry-based

subject matter-based

Project Leader

Financial Services

North America

Brandon is a senior project leader and consultant with more than 12 years of experience in helping financial services firms maximize revenue and control costs through continuous improvement. He specializes in implementing efficiency, service and quality process enhancements in Fortune 500 companies by utilizing Lean and Six Sigma principles.