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.
