How banks can reconnect to their customers
White paper
NewDay: Turning complaint handling into a market-leading department for customer query resolution
With the help of Unipart Expert Practices, NewDay are now able to consistently resolve customer complaints at the first point of contact. This has delivered an improved customer experience and a 20% capacity benefit.
Transforming the business and commercial end-to-end deals process for a major UK asset finance provider
Unipart Expert Practices (UEP) assisted with their programme of transformational change. A particular emphasis was placed on creating a new way of working that would unlock the potential of the organisation. We delivered a net benefit of over £25m
Delivering exceptional business performance within a global bank
Developing a sustainable step-change in the bank’s mind-sets, behaviours and culture - transferring skills and capability and driving significant and sustainable financial improvement: In 2013 alone, we delivered £60m+ of direct financial benefits - a 2,700% return on investment.
Delivering transformational change for an insurer spread across the USA
The US network of a global insurance company needed help to change its reputation for late delivery and poor quality of service.
Treating customer complaints as opportunities speeds up resolution time by 114%
A multinational financial services company needed help to increase the productivity in its customer complaints resolution process by at least 15%, as part of its wider transformation programme.
Delivering sustainable change in Off-shored IT for a global investment bank
The Global Technology and Operations division of a leading Investment Bank had made a strategic decision to adopt a Lean approach in its global IT network
Delivering compliant and customer focused processes in Corporate Banking
With the imminent introduction of new regulation, a major Irish bank recognised that it was at serious risk of non-compliance.
