Transformation
Pilot phase to help transform conversion trends for a housing loan provider (on-going)Situation
A declining trend of lead conversions resulted in the client sensing an urgent need to assess the root cause and
implement necessary actions to improve the lead conversion rates at their contact centre.
Combination of data analysis and virtual / shop floor business process reviews with key stakeholders to identify root causes.
Implement the recommendations in a phased manner based on business prioritisation.
3 key deliverables of phase 1 (i) Shopfloor interaction to understand processes and associated gaps
(ii) Interviews / Group Interaction with senior stakeholders to understand lead generation and lead conversion process (iii) Data Analysis : To understand trends, variances between centers,
categories, lead time and more.
Outcome
Detailed data analysis, enabling client to make more informed decisions. Simple and straightforward future state model(ToM). Summary of observations across Organisation, People, Process, Customer Relationship Lenses. Snapshot of 'Mystery Findings', for a flavour of customer experience with detailed recommendations and suggestions. As-Is process flow capture on IBM Blueworks tool. Detailed actions for next phase of implementation.
