With over 41,000 users, the eg operational intelligence® software suite and the eg principles of operational management® deliver a wide range of business benefits.
Actual benefits
| Solutions Provided | Audited Benefits Achieved |
|---|---|
| Implementation of eg software and training across multiple and global locations (over 4,000 seats). Integrated with imaging and workflow. | 10% reduction in staffing operational costs (£7.8m p.a.) and 15-35% productivty improvements delivered. |
| Implementation of eg software and training across two global locations. Integrated with imaging and workflow. | Enabled the introduction of 'next day' processing whilst reducing costs. 19% improvement in productivty and reductions in backlogs. |
| Implementation of an enterprise software licence across core processing functions including Mortgages, Savings, Account Maintenance and Payments & Lending Control, in addition to the existing users in the organisation. | 15% productivity improvement in the first year and 10% year on year improvement. |
| Implementation of eg software and training within General Insurance, Protection and Retail Savings Divisions. Now rolled out across 1,900 users. | 34% reduction in FTE based on a contracted benefits guarantee of 20%. |
| Implementation of eg software and training across Life, Savings and General Insurance Division and retail business. | Staff cost reductions of 35% within 6 months (£11.8m p.a. savings in 5 months). Sustained improvements to customer response levels. |
What our clients say
● “We know where everything is – work is centralised”
“Before, we had to search through cabinets, desks and on different floors to find out who was dealing with a piece of work, or if we’d even received it. Using the eg operational intelligence® software suite we can see if we’ve received a particular work item, where it is in the process, who is working on it and the date when we plan to issue it. We can also establish from the notes screen if we have made any separate promises or agreements with the customer.”
● “We know who is doing what throughout the day”
“We know our daily targets to ensure work is delivered to customers in line with their expectations and our service levels. If someone in the team falls behind, we know who is ahead and therefore in a position to help. We can see if someone needs extra time with difficult cases, helping us to work more effectively as a team.”
● “At a glance control – good monitoring”
“I know that by achieving my part of the Team’s plan I will be helping the Team as a whole to achieve its targets. I know if I’m going to meet my objectives every day, week and month. Ultimately, I don’t have to wait for my next appraisal to find out what the feedback is. I know myself every day.”
● “Good information for deciding priorities”
“Priorities are really clear, as are the reasons why we need to focus on certain pieces of work to help improve customer service overall. By being more flexible, we help to make sure everything gets done in time to the right quality standards.”
● “Reduces time on work sorting”
“As work is now logged onto eg work manager®, we know where to find it. We don’t have to hunt round or promise to call customers back while we go off and look for it. It’s a much better atmosphere as a result because we are working together as a team of teams – and don’t have to climb over each other to find things anymore!”
• “Work is distributed more fairly”
“The key difference I noticed after we went live was that it was clear that everyone had to pull their weight and contribute fairly. You get a standard allowance for the work you do, so everyone is treated the same and recognised fairly for their input. If you need more time because one call or case is more complex than another, this is taken into account. Likewise, if you need more time because you are learning the process, then this is added on automatically.”
● “Fact-based performance monitoring for staff”
“The best part is seeing your progress bar on the screen grow every day. The summary report shows exactly what you’ve done and how well you’ve done it and by taking into account both the amount of work and the quality achieved, you can gauge a fair assessment of your productivity every day.”
● “We can manage without the detail.”
“We used to do regular work counts and add up figures for Management, particularly if we were inundated with cases and they thought we couldn’t cope. We spent more time filling out forms and adding up piles of files when we could have been getting on with the work and improving the situation for the customer. Having management information from eg work manager® leaves us free to get on with our work.”
● “Up-to-date work position”
“Before we started using the eg principles of operational management® we had a backlog. In fact, we always had a backlog; constantly juggling cases to deal with the most urgent brokers or customers who shouted the loudest. We had never been up to-date and never thought we would be. By using eg work manager® it’s clear what has to be done which has helped us pull together as a team, working towards a common goal. We cleared our backlog and were up-to-date very quickly. We now plan in detail so that as the amount of work we receive each day fluctuates, we can respond flexibly.”
● “More focus on training”
“I was always promised training but it rarely happened due to work constraints. Now, when we are promised training it actually goes ahead. Even if we get more work than planned you know that the training will only be deferred for a day or so.”
● “Instant reporting any time”
“We can see information and progress reports at any time during the day. Nothing is hidden and you don’t have to wait for a report, you can see it whenever you want.”
