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Situation

The client was challenged by declining customer reviews due to fragmented and manual customer-facing processes. A lack of performance transparency made it difficult to make sustainable improvements.

Approach

Valcon conducted an end-to-end analysis of the client’s performance of the value chain and developed a catalogue of customer experience improvements. With support from Valcon, the client implemented the first wave of initiatives, which enabled cost reduction benefits exceeding expectations by 48% and improved customer experience. Moreover, a value chain governance management system was installed to unite the end-to-end management team into one leadership forum focusing on the performance of the value chain, and leaders were coached into the new way of leading.

Results

The project helped the Scandinavian bank improve its customer experience and strengthen its control of the value chain.