Often businesses try to address a downturn by just cutting costs. However, a continuous slicing of costs will eventually impact service levels and quality. By looking at what is important to your customers and what activities really add value, we achieved the virtuous circle of improving service levels and quality while simultaneously halving operating costs.
Our client needed to transition Car Parking services as a result of change in ownership. The scope included operations, online bookings, call centre, pricing, revenue reconciliation, MI and reporting. The first step was to define the strategic direction and target operating model. Then the transformational programme was set-up with clear scope of what needed to be delivered by when and with tight grasp on risk, the selection of implementation and operational partners was made and the new operating model developed and delivered. Quick escalation of issues and robust testing kept the programme on track and the quality high.
Each step of the way we used our best practice approach, as set out by our services:
Results speak louder than words – the programme delivered on‑time. The new operating model halved operating costs, increased revenues and conversions by 11%, improved operational performance and reduced service recovery SLAs by up to 95%.