Case Study - LV= Template New · consistent CRM proposition across NPI & product ranges § Sales up...

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Create a seamless Customer Experience strategic programme for Life business working with Sales, Proposition & Service business units across multiple product ranges Lower cost to serve & improve customer retention through optimisation of people, processes and technology initiatives Design & Implementation of the Customer Experience strategic vision - ‘Putting The Customer at the Heart of Everything We Do’ Delivery of an effective capacity planning solution for use with back office operations Creation of a clear & consistent CRM proposition across NPI & product ranges § Sales up 15% to £155.6m APE & Operating profit up 7% to £26.3m. § 10% reduction in rework & reducing costs by circa £300k § § Cost savings of over £1m pa from operational P&L § £27.6m reduction in transferred funds out on an annual basis Case Study: Financial Services LV= At a strategic level Craig’s thought processes are excellent and he has a clear and balanced view of what needs to be done to improve a Customer Experience operation. He backs this up with a commitment to communicating a vision and mapping out progress against plans. Craig’s fresh approach to setting goals works across all levels. He is a polished communicator with a good personal style, who recognises the importance of communication and sets himself high standards. He understands the importance of bringing people on the improvement Journey. His energy, enthusiasm and drive are all first class and this is visible when in his company. Steve Knight, Chief Operating Officer The challenge The solution The result Email: [email protected] Phone: 0333 222 1422 Website: beyondbrand.co

Transcript of Case Study - LV= Template New · consistent CRM proposition across NPI & product ranges § Sales up...

Page 1: Case Study - LV= Template New · consistent CRM proposition across NPI & product ranges § Sales up 15% to £155.6m APE & Operating profit up 7% to £26.3m. § 10% reduction in rework

Create a seamless Customer Experience strategic programme for Life business working with Sales, Proposition & Service business units across multiple product ranges

Lower cost to serve & improve customer retention through optimisation of people, processes and technology initiatives

Design & Implementation of the Customer Experience strategic vision - ‘Putting The Customer at the Heart of Everything We Do’

Delivery of an effective capacity planning solution for use with back office operations

Creation of a clear & consistent CRM proposition across NPI & product ranges

§ Sales up 15% to £155.6m APE & Operating profit up 7% to £26.3m.

§ 10% reduction in rework & reducing costs by circa £300k

§§ Cost savings of over £1m pa

from operational P&L

§ £27.6m reduction in transferred funds out on an annual basis

Case Study: Financial Services

LV=At a strategic level Craig’s thought processes are excellent and he has a clear and balanced view of what needs to be done to improve a Customer Experience operation. He backs this up with a commitment to communicating a vision and mapping out progress against plans.

Craig’s fresh approach to setting goals works across all levels. He is a polished communicator with a good personal style, who recognises the importance of communication and sets himself high standards. He understands the importance of bringing people on the improvement Journey.

His energy, enthusiasm and drive are all first class and this is visible when in his company.

Steve Knight, Chief Operating Officer

The challenge The solution The result

Email: [email protected] Phone: 0333 222 1422 Website: beyondbrand.co