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Major UK bank - Process Improvement
Savantor’s process improvement experts provide tangible ongoing saving opportunities of c€800,000The process improvement review focused on the bank’s customer interaction and back-office processes within their customer dispute handling area. This function resided across three disparate locations and catered for multiple bank products.
The key objective of the review was to establish any initiatives that could generate bottom line improvement in the current and future calendar years.
Savantor’s team undertook the following:
SWOT analysis covering each location and the operation as a whole.
Evaluated opportunity for end-to-end process rejuvenation.
Identified areas for improved customer service, job satisfaction and risk management.
Established benefits of individual process change initiatives and classified appropriate areas for automation.
Creation of a focused Initiatives Summary, including indicative ROI.
Documented clear recommendations for implementing the change process.
Geoff Durham, Executive Director at Savantor, put the successful delivery down to our core operational knowledge coupled with a sound structured methodology.
“Our practitioner approach enables us to rapidly identify relevant areas of change and to recommend the most appropriate way of managing that change. Our consultants bring many years of hands-on experience, which is delivered to the client in a proven, structured approach.”
Features of this assignment:
- Facilitated and managed working sessions
- Preparation of workbooks to create focus
- Open communication to create consensus
- Identified quantifiable savings
- Qualified where policy changes may be required to derive full benefit
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