Successful Transformation Case Studies
The Art of Successful Transformation
Our client provides an online worldwide hotel accommodation booking service and is part of one of Europe’s leading travel and holiday companies. As a result of a comprehensive business review in 2013, our client identified an opportunity to outsource one of its business functions. It was decided that their finance and accounting (F&A) function would be transferred offshore, in order to reduce costs and improve service levels. Consulting Stream were selected to project manage this transformation programme, including overseeing the creation and signing of the commercial agreement, the transfer of assets to the offshore service provider and the redundancy programme.
Customer Service Transformation
Our client Ukash is one of the fastest growing eMoney issuers in the world, providing consumers a safe, secure and easy way of spending their cash online. Their challenge was how to ensure continually high customer satisfaction ratings whilst at the same time experiencing significant business growth and expanding their product offerings.
Enabling the London Congestion Charging Scheme
The Mayor of London requested Transport for London (TfL) to design and procure a Road User Charging Scheme within Central London. A wide variety of issues surrounding customer services, technology, infrastructure and enforcement would need to be resolved quickly in order to meet an aggressive implementation target. At the same time, the team would need to design and procure a complex set of systems and services for a scheme in a major capital city that was without precedent in scale.
A large UK based newspaper and online media group were looking to transition to a new cloud based CRM services supplier. The current in-house service provision was legacy based and was to be decommisioned due to significant support issues related to the increasing demands on the system over the previous decade.
Transforming Customer Intelligence
A large City of London law firm was increasingly being asked by their insurance clients to provide management information, reporting and direct access to client matters. To address the growing demand this firm decided to implement a client accessible extranet to deal with insurance claims handing.