# 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.

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# 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.