Delivering a net present value benefit of £25.3m by transforming the business and commercial end-to-end deals process for a major UK Asset Finance Provider

In February 2012 a major UK asset finance provider, with locations across the UK, approached Unipart Expert Practices (UEP) to assist them with their programme of transformational change.

The challenge

Our financial services sector team was challenged to deliver against the following overarching objectives:

  • Creation of capacity, to be utilised in the delivery of new business volume
  • Revision of working practices to improve customer engagement and delivery
  • Creation of a sustainable culture of continuous improvement

The end-to-end deals process was identified as the core focus for the transformational activity.

How we helped

Understanding that engaging staff at all levels and unlocking their potential is vital to sustaining performance improvements, we began by working with the executive team. This resulted in a set of leadership principles and to create an overarching transformation map that would deliver against the business objectives.

  • We worked with individuals from within each business area and location, to understand their ideas for improvement. 25 improvement initiatives were developed.
  • A codified approach to the new, systematic way of working was created and implemented across the organisation to sustain and build on improvements.
  • To embed the necessary leadership behaviours and establish values to drive cultural change, a programme of coaching, feedback and support of the leadership team was undertaken.
  • To improve organisational capability, a new operating model was designed around the creation of a centralised deals fulfilment centre. 

To see the full extent of the improvements we make, download the full case study at the bottom of the page.

The results

Our team of expert practitioners exceeded all delivery expectations set by the client. Overall benefits included:

  • Annualised return on investment of 415%
  • Generation of new business revenue equating to a net present value of £25.3m
  • Credit submission handling improved from a 4 day SLA to same-day processing
  • More than 400 employees trained and utilising the new ways of working
  • 28 expert practitioners developed to drive and champion a culture of sustainable continuous improvement
  • 43 Executive and senior level leaders coached and trained to lead by example
  • 82% improvement in right first time relationship managers submissions to credit

end-to-end deals process