Himsworth Consultancy

[...] post. Edit or delete it, then start blogging! The post Hello world! appeared first on Himsworth Consultancy. [...]

[...] the processes. The post Customer Service Improvement – Boost for bank appeared first on Himsworth Consultancy. [...]

[...] understood importance of delivering excellent customer-centred service The future Using Himsworth Consultancy not only saved millions of pounds for the bank it resulted in a boost to staff morale. [...]

[...] litigation Debt recovery from third party insurers improved by 67 per cent The future Himsworth Consultancy saved millions of pounds for the insurance company and improved efficiency across the [...]

[...] its mortgage application service. Staff feedback said it established a new ethos that put customer service ahead of simply hitting targets. They benefitted from having more control over the work they [...]

[...] within a high street bank’s mortgage division and saved a further £10million by improving customer service. The bank was losing more than £60million from early repayment charge (ERC) errors within [...]

[...] through our work with an international insurance company. The company asked us to improve customer service, eliminate waste and increase capacity in its motor claims business. Our challenge included [...]

[...] benefitted from having more control over the work they carried out leading to greater job satisfaction and improved motivation. The bank saved a substantial amount of money due to an [...]

[...] . They benefitted from having more control over the work they carried out leading to greater job satisfaction and improved motivation. Due to the increased capacity for staff to carry out more valued [...]

[...] in additional revenue. Staff feedback demonstrated a boost to morale and greater job satisfaction for staff who could clearly see the results of their work. Staff now have complete [...]

[...] on targets. The post Customer Service Improvement – Reducing claim times and increasing customer renewals for Insurance firm appeared first on Himsworth Consultancy. [...]

[...] a system, putting the customer first and designing against their needs, the team achieved outstanding results: The number of days from an online broker mortgage application to an offer fell from an [...]

[...] and redesigning them to put the customer first teams across the business began achieving outstanding results: The number of days to settle a claim fell from 328 days to 25 Days to pay a total loss [...]

[...] were agreed between departments at the bank. This resulted in staff being too focused on hitting targets at the expense of providing the service the customer actually needed. Customers weren’t [...]

[...] irrespective of individual customer needs. This resulted in staff being too focused on hitting targets believing that this guaranteed good service but the reality was that it was actually at the [...]

[...] a million pounds spent on external consultancy firms had not resolved the situation. Our approach Our team quickly identified three root causes behind the losses: Unclear understanding of customer [...]

[...] challenge included absorbing a 50 per cent growth rate within current staffing levels. Our approach Our team identified three root causes that were preventing the company achieving its goals: Not [...]

[...] work combined with information being lost or insufficiently passed between teams. Ineffective targets In an attempt to increase productivity Service Level Agreements (SLAs) were agreed [...]

[...] a lack of trust between staff from different teams and low morale within the workforce. Ineffective targets The company’s appraisal and bonus scheme meant staff were focused on hitting internal [...]

[...] was performing poorly. More importantly, they were in a position to improve it. The results Through understanding the bank’s operations as a system, putting the customer first and designing against [...]

[...] introduced, alongside a clear need to utilise staff knowledge more effectively. The results Through understanding the company’s operations and redesigning them to put the customer first teams across [...]