This FTS100 multinational had the ambition to implement a new Target Operating Model that would significantly reduce operational and servicing costs. The objective was to migrate all stand-alone European Customer Service centres in the UK where it would be part of a Centre of Excellence to offer outstanding service to their customers. After recently joining...
STAR Stories Indi
IT operating model to support a global finance template roll-out
Recruited to join a Centre of Excellence (CoE) team helping drive consolidation and harmonisation for a global energy organisation with geographically dispersed business offices.
Focus on core business – the case for Shared Services
The company was in the consumer goods business – development, manufacturing and sales – and had legal entities in 60+ countries around the globe. The financial reporting and consolidation were standardised and centralised to some extent, but the underlying accounting was completely decentralised and in the hands of local finance directors and chief accountants. This...
Global sales and marketing excellence operating model implementation
As part of UBM’s transformation into a focused Events business they initiated a business change programme to establish an industry-leading operating platform and infrastructure for frontline commercial activities.
Implementing an international expansion strategy for Spotlight
Spotlight has a vision to become ‘the’ platform where the global casting industry finds the best performers to fill stages and screens, in every part of the world. To deliver the vision Spotlight has a strategy that includes International expansion.
Building a digital and innovation business for a professional services organisation
The client had an ambition to transform the future of its tax practice and the services it provides.
Planning for Success: Synchronize Business Strategy with Management Mindset
The client, an independent manufacturing division of a larger consumer goods company was struggling with decreasing volumes from their main client. Because of this, the owner was given more freedom to look for alternative ways to generate more revenue. There was a prevailing mindset that the main client and owner called the shots and there...
Delivering a new technology platform for MoneySupermarket.com to help UK households save more money
By the end of 2013, MoneySupermarket Group (moneysupermarket.com, moneysavingexpert.com and travelsupermarket.com) had grown to provide UK households with over 50 different products to help save money. However, each of the products had been built separately on old and increasingly difficult to maintain technology. There was also no single view of a customer, and each time...
Improved 4,500 customers satisfaction and loyalty following migration to a modern platform
The client was a reseller of a third-party inventory management system, with a customer base of 4,500 businesses. The system provider was not very receptive to issues raised by the client or by the client’s end users, and product innovation had all but stopped. The client was therefore facing increasing customer satisfaction issues. The client...
Acquired and integrated a website platform developer to increase customer satisfaction and loyalty
The client was a B2B reseller of a third-party website platform, however product penetration and customer satisfaction was declining due to limited innovation, poor turnaround times for issues, and limitations in the multi-lingual capabilities. The client determined that the best way forward would be to exit the reseller agreement and develop their own platform. However,...
