Case study

Leveraging Data Insights to Enhance the Customer Experience and Optimise Process Workflows

Driving Customer Centricity, and Employee Collaboration through Data and Insights Led Process Optimisation

Our team successfully supported a large regional Swiss bank to redesign their customer request process through the capture of real-time data in CubeMatch Pulse. These insights helped to clearly evidence why and how customer SLAs were being continually breeched. In doing so, we supported our client to improve the customer experience and organisational customer centricity, break down cross-functional silos and encourage greater collaboration and make operational efficiencies across time, effort and cost.

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Project overview

Our client, a large Swiss regional bank, was dissatisfied with the long throughput times for customer order requests, which violated internal service level agreements (SLAs), offered a poor customer experience and created costly internal inefficiencies. Our client’s leadership were keen to understand the true drivers of the delays at a granular level to design more effective, collaborative and customer-centric ways of working.

Challenges

  • The end-to-end order request process did not have clear ownership or appropriate KPIs which led to a duplication of effort and inconsistent hand-offs between teams.
  • The various teams involved in process execution were assessed differently which inadvertently incentivised conflicting behaviours and stymied collaboration.
  • Process performance reporting was poor with little to no real-time data available. This compounded organisational silos and led to sub-optimal, observation-based, rather than evidence backed decision making.

Outcomes

  • CubeMatch Pulse delivered granular data and insights on 30+ processes that clearly and objectively evidenced process gaps, loops and inefficiencies.
  • This radical transparency eliminated organisational blind spots and empowered a pronounced shift towards data-driven, evidence-based decision making that encouraged collaboration and customer centricity.
  • Order request throughput times were halved which improved customer satisfaction and outcomes considerably.
  • Improved cross functional communication, curiosity and collaboration, leading to more effective and efficient ways of working.

Challenges

  • The end-to-end order request process did not have clear ownership or appropriate KPIs which led to a duplication of effort and inconsistent hand-offs between teams.
  • The various teams involved in process execution were assessed differently which inadvertently incentivised conflicting behaviours and stymied collaboration.
  • Process performance reporting was poor with little to no real-time data available. This compounded organisational silos and led to sub-optimal, observation-based, rather than evidence backed decision making.

Outcomes

  • CubeMatch Pulse delivered granular data and insights on 30+ processes that clearly and objectively evidenced process gaps, loops and inefficiencies.
  • This radical transparency eliminated organisational blind spots and empowered a pronounced shift towards data-driven, evidence-based decision making that encouraged collaboration and customer centricity.
  • Order request throughput times were halved which improved customer satisfaction and outcomes considerably.
  • Improved cross functional communication, curiosity and collaboration, leading to more effective and efficient ways of working.

// Objectives

Our client, a large regional Swiss bank needed help to redesign their customer request process. Using real time data and insights from CubeMatch Pulse to identify the causes of SLA breaches; our consultants were tasked to improve customer experience and collaboration and drive greater operational efficiency.

// Solutions

CubeMatch mobilised a small, cross-functional agile team to assess how the client’s processes could be best optimised by leveraging CubeMatch Pulse. The team led an engaging kick off workshop to agree the scope, high level plan and iterate the process model and information structure.
Client’s business teams were closely involved throughout to allay any concerns, understand the project purpose and upskilled on the tool before implementation. Business teams were also involved in determining the pre-defined datapoints that would be captured.
Once captured, our team thoroughly analysed the Pulse process data to quantity workflows and identify innovation and improvement opportunities. These insights were made available in a highly visual report for leadership that clearly outlined a prioritised and costed process optimisation roadmap, with listed business enablers.

// Outcomes

CubeMatch successfully eliminated organisational blind spots that, together with gut-based decision making, had cumulatively created longer than acceptable customer order request throughput times. By deploying CubeMatch Pulse, an innovative process optimisation tool, our teams objectively captured process performance data in real-time over a twelve-week period. This radical transparency in turn fuelled evidence-based decision making that cut throughput times in half and enabled back and front office business teams to collaborate and communicate in ways never before possible.

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