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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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IT

VISION: Case Studies: IT

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ADP
CEMEX: Patrimonio Hoy
CEMEX
IrishRugby.ie/IRFU
TheStreet.com
Thus

Turning a problem, into an opportunity

When Ken Hills agreed to run the Thus Contact Centre Services (TCCS), he knew he had to make changes to retain a number of key clients and tackle fundamental operational issues.

He knew, also, that he needed external help to make the necessary business improvements to TCCS, a leader in the call centre services market. Hills was determined to work with contact centre specialists who were strong in both diagnosis and implementation. He chose VISION, following a recommendation from Intelligent Finance, to significantly improve a key relationship with a critical client.

"The work we did with VISION contributed significantly to an improvement in the relationship with our clients."
Ken Hills, Director of Business Services, THUS plc.

Thus, based in Glasgow, Scotland, is a leading provider of voice, data and Internet services, employing some 2,500 staff. TCCS is a leader in the call centre services market, with services ranging from telemarketing, call centre integration and fulfilment, to consulting on a fully outsourced basis.

Business improvements

Thus had to resolve crucial issues that affected the relationship with one of its most important clients. No standardised processes existed, which impacted the delivery and consistency of service offered to the client.

VISION performed a diagnosis to assess the key problems in Thus's relationship with its client. The client, Thus and VISION collaborated, resulting in the design of new processes that were focused around customers' requirements. Two Thus agent teams, with up to eight people per team, piloted and implemented the newly designed processes.

Performance intelligence

A performance dashboard, which provided the agents and management with precise efficiency and performance metrics, was created and rolled out across the business. The dashboard was implemented along with a coaching practice to show agents how they were performing and to empower them to change their behaviour and become more effective.

As a result of the new processes, Thus's people assess the client's requests before committing to fulfil them, ensuring they can successfully deliver within the promised timeframes and resources.

The performance dashboard provides Thus with an accurate performance measurement tool, such as time-on-line and calls handled. Management has a reliable tool to measure operational performance; agents can now self-assess and improve their day-to-day performance. In some cases, agent productivity, such as time-on-line and calls handled, increased by an average of 20%.

Solid relationship

The project has built a stronger relationship with Thus and one of its key clients, which is based on mutual trust. Ken Hills says "Our client reviewed our entire relationship and they felt that we were more responsive and committed to their account".

Thus has a new, proactive approach to the provision of accurate and useful MIS to support the service provided.

Future development

The design and implementation of a comprehensive training strategy means that the Thus team is now positioned to roll out the improved processes and internal coordination to the rest of the company, without support from VISION.

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