Through key interpretation of customer insights and a strong understanding of financial implications on KPIs, a process improvement for this bank led to a 45% lower churn rate and $4 million dollars in added annual profit.

What appeared to be a single issue of employee turnover for this finance management company proved to be a much more foundational concern of organizational strategy and planning which, when addressed, generated an increase in operational capacity and annual profit margins.

A thorough cross-analysis of company processes with a customer-centric approach to improvement led to a 27% cost remediation for this telecommunications company. By defining the value attached to every action of their service team, we helped save time, money and the damage of repeatedly disgruntled customers.