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Case Studies

Case Studies

What we have achieved with our clients.

The best way to tell the story of VISION is to describe what we've achieved with our clients and how.

Along our journey we have been fortunate to work with companies such as IBM, Cemex, General Motors, Lloyds TSB, Citi, Scottish & Southern Energy (SSE), RSA, Telefonica, Warner Music and many others.

We pride ourselves on delivering major operational and financial benefits - fast. Here is a summary of some of our results.

We have assisted:

  • One of the UK's fastest growing utility companies to grow its customer base from 2.5m to 5m customers.
  • A major financial institution arrest a 9-year run of falling revenues to 30% growth in 12 months. 
  • One of the largest UK banks develop a mortgage service line that moved from under a 1% market share to a 10% share in 18 months. 
  • A major international mobile telecommunications company to realign its management and culture to meet  the challenges of rapid revenue growth and geographical expansion.
  • A leading North American cement manufacturer to transform into a global industry leader.  
  • One of the world's leading ATM manufacturing and servicing companies to  raise their Net Promoter Score from 6% to 66%.
  • A leading German engineering company to earn the highest profit margins in their industry.

At VISION we like to tell our stories so please contact us, and we will share with you how we have worked alongside our clients to achieve such transformational results.


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VISION: Case Studies: Customer Service

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Esat BT

Improving customer service and bottom line results

A 100% improvement in the rate of successful case closures, substantial bottom line improvements, increased employee morale - all the result of collaborative work between VISION and Esat BT.

Esat BT commenced operations in 1994 and became the second largest Irish telecoms company, with a customer base ranging from large corporations to small businesses.

Immense growth

As a result of its immense growth, some 15% per quarter, Esat BT was unable to commit sufficient resources to the planning and implementation of effective internal procedures. VISION was asked to streamline the processes.

"We were growing the organisation very rapidly but we were having growing pains, particularly in the processes area. There was a three to four month timescale where VISION went in and out and the improvement was absolutely dramatic" Denis O'Brien, former CEO of Esat BT.

Customer service optimisation

VISION helped Esat BT improve post-sales customer service, particularly in how it fixed customers' technical problems swiftly and effectively.

VISION conducted a detailed diagnosis of the customer service centre that included interviews and the review and analysis of existing processes and reports. All activities performed by the customer service centre were evaluated, which led to the development of thorough processes, roles and responsibilities.

Recommendations were made by VISION, which specified timeframes, responsibilities and deliverables of the project, which were to be implemented by a joint Esat BT/VISION team.

New diagnosis system

A new diagnosis system was also created to assist helpdesk agents track and make real-time categorisations of customers' requests.

For example, with technical issues, a remote diagnosis was performed and in some cases this led to the problem being solved instantaneously. The remote fix rate increased by over 50% and Esat BT recorded substantial bottom line improvement.


A single point of contact was established with responsibility for maintaining contact with customers and informing them of the status of their service requests. Customers had to declare approval before the service request could be signed off and closed.

The creation of new roles with clearly defined responsibilities has increased employees' morale. Staff turnover has reduced and performance-related bonuses have increased.

"VISION brought in a team and straight away the feedback from my colleagues on the floor was: 'these people have real added-value to offer us, they know what they're talking about.'" says O'Brien.

Key differentiator

Customers' recognition of a significant improvement in Esat BT's post-sales customer services has equipped the company with a key service differentiator in the Irish telecommunications market.

"On purely the basis of delivery, I would recommend VISION way ahead of everybody and we've worked with a number of consultants over the years", O'Brien concludes.

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West Lothian Council
Blackrock Clinic
Bewleys Customer Service


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