With a portfolio of 90 companies that were required to submit management accounts each month, the organisation was struggling to produce useful data used to track performance against deal qualification metrics.
The introduction of new countries to the client's portfolio meant there was an inherent need to update the process of calculating the required fees. This process had not been updated for some time, and contributed to both revenue leakage and unncessary process burden on sales resources.
An internal change team had been formed, bringing together individuals from across the operation to deliver improvements in the customer service areas. The team, whilst subject matter experts, were newly skilled in delivering changes using Lean 6 Sigma techniques.
Greenlight were asked to highlight the top 3 problems within the team affecting provision of customer services within lead times, establish understanding of the level of impact issues were having on the business and recommend potential fixes for each issue.
The client could not see project progress at a glance. Greenlight carried out a piece of work to implement changes to Sharepoint for the Operational Excellence team to reflect the DMAIC phases they use to run their projects.
A backlog of over 200 customer orders had built up over a period of time, causing delays to the provision of telephony services to residential customers. Greenlight was engaged to supporting delivery of changes for the Order Management Process Improvement project.
Our client was finding it difficult to meet the regulatory service level agreement (SLA) as agreed in their Code of Practice and an increase in customer complaints lead to the business reviewing their end to end process.