Data line-items extracted and analysed to understand process volumetric and quality performance
Separate business cases approved to remove human processing of enquiries
Opportunity for annualised labour cost reduction across the service centres
The key to success on this project was through engagement with the in-role Business Analysts so that all parties could co-develop the understanding of the data being mined and analysed to derive insight. By working together in this way, when presenting the business case metrics, a high-level of assurance was given to senior stakeholders that allowed them to trust predictions, whilst equally accepting the degree of risk in the recommendations.