Large supplier gains £0.4m reduction in Ombudsman fees

Challenge

Our client was spending around £1m per year on Ombudsman fees and wanted help to identify cost reduction opportunities.​

​Solution

 

BFY did a collaborative data review with the Client, before completing off site analysis and call listening activity for customers who took their cases to the Ombudsman.

This provided a rich source of insight into the handling of customers, along with common themes for customers who had a greater propensity to escalate their complaint.

Results

Following a series of solution trials involving leadership and advisors, we were able to implement changes to resolution review processes and systems, which delivered cost reduction of £0.4m.