Evolve Your Operating Model to Reduce Costs

  • Multi-million pound cost saving

  • Improvement of overall customer experience

Your next level CX operating model is waiting. Get in touch to maximise the potential of your business.

Taking a fresh look at your operations from the perspective of demand and customer behaviour

Overview

The pressure to reduce the costs of service keeps intensifying. Davies’ experts can help you take a fresh look at your operations, from the perspective of demand and customer behaviour, to redesign not just individual journeys, but the operating model that supports these, to optimise it for the business and your customers.

We’ll pinpoint inefficiencies, highlight new opportunities and provide practical recommendations to reduce cost while enhancing the customer experience.

Situation

A European insurer was aware that it was under performing across all three of its retail businesses. The client asked Davies to examine how it could evolve its operating model to lower costs and drive improvements through consolidation and shared services.

We examined the operations at each of the businesses, looking for opportunities to make better use of skills and resources across the group. We then presented a range of operating model options, along with the pros and cons of each.

Our Approach

After examining operations at each of the client businesses, we recommended they maintain the company’s different brands, but consolidate sites while increasing multi-skilling. Investment in people and technology could be more targeted and duplication removed.

We also recommended that the different brands forecasting, compliance and quality management teams could be consolidated as shared services, bringing together skills and resources to deliver a higher quality, more consistent service to each individual business.

Return on Investment

Our analysis identified that moving to the optimised model would deliver a multi-million pound cost saving, as well as improving the overall customer experience across each of the three businesses.

Your next level CX operating model is waiting. Get in touch to maximise the potential of your business.

John Driver
Consulting Director
john.driver@davies-group.com

Michael Anderson
Vice President
US/Canada
michael.anderson@davies-group.com

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