A retirement services organization wanted to implement a holistic Process Reengineering program for the Customer Services Process. This included an end-to-end customer view of the organization with the goal to drive out non-value added steps, reduce unit costs and increase customer satisfaction while maintaining current cost and FTE structure and handling growth while allowing more roles facing the customer and less on administration and fixing in-house issues.
CSI Solution
CSI, along with a dedicated team of client team members focused on business strategy, customer architecture (VOC) and process reengineering to achieve this. Using a Pilot Approach, the organization implemented a differentiated customer service model that:
- streamlined each of the Major Processes in Customer Service;
- realigned Functions to Emphasize Customer Facing Positions;
- leveraged Existing Technology;
- addressed Priorities;
- and reduced process complexity and better utilizes tools and metrics across the organization.
Return on Investment
The process redesign has created an increase capacity of 10-20% of current staffing levels to support growth of the customer service organization, an $3.2 million potential savings opportunity. Customer service retention is projected to increase, and complex, non-value processes have been addressed to reduce rework and error corrections.