Case study · Financial services provider, UK
We mapped every process, then started with customer service.
We mapped 94 processes at a UK financial services provider in 13 hours of its leaders’ time. Customer service came first. Click a team to see each process and what it gives back.
Map figures are estimates, not measured savings. The client is not named.
Where we started
Customer service first.
It came top of the map: high volume, clear rules and customers waiting for a reply.
Each email is sorted and a reply drafted from the company brain.
The team checks every reply before it goes.
Every correction goes back in, so the next reply is better.
How it was made
Short interviews, then every process timed and valued.
One short interview with each person who runs a main process. 13 hours in total.
Automate runs on its own and is checked by a person. Assist a person does it, faster. Keep with people stays as it is.
Two hours a week per process at £35 an hour, over 48 weeks, weighted by its route.