CASE STUDY

pcsCLIMATE SYSTEM

SUCCESS

GLOBAL FINANCIAL SERVICES CLIENT

CUSTOMER RELATIONSHIP MANAGEMENT CENTRES

THE CHALLENGE

Development of a Global Customer Services Strategy Change & enhance structure

• Integration of a new CRM system
• Relocation of five teams from London & the Regions to Docklands

MANAGERS STAFF CUSTOMERS

• Not motivated to relocate
• Did not feel equipped to deal with the scale of the challenge
• Ineffective communication between groups, with a lack of ownership
• Low Customer Satisfaction Ratings
• Many new to the team & unclear of role requirements
• Anxious about the cost of change
• Anxiety over leadership effectiveness

OUR INVOLVEMENT

Our Partner, Performance First Limited, worked with the client over three years. Initially in London & then globally across 14 countries, to develop an understanding of how to rectify problem areas & provide senior management with early warning of issues.

CLIMATE IMPROVEMENT RESULTS

BEFORE

Alongside a leadership & team development programme, the images highlight the change in climate for one team as well as improved alignment in leader & team perception.

RETURN ON INVESTMENT

CONSISTENT IMPROVEMENT OVER THREE YEAR LONGITUDINAL STUDY

• Large improvement in management skills
• Staff turnover: 49% to <5% (saving £1m)
• Sickness / absenteeism: 12% to 2% (saving £700k)
• 28% improvement in organisation climate (56% to 72%)
• PCS adopted as standard survey across the business globally. Deployed in 300 teams and 14 countries.