How we help
Our detailed and hands on approach enables us to identify issues, enhance interfaces and fundamentally challenge the status quo.
Areas we work in:
- Sales and Account Management
- Front-Line Customer Support
- Middle Office Functions such as Fiduciary Operations
- Back Office Client Service Teams
Who we work with:
- Customer Service Agents
- Accounts Technicians
- Account Managers & New Business teams
- Claims Handlers
What we do:
- Reduce the amount of non-value added activity people spend their time on
- Coach and upskill managers in a more active style of management
- Enhance interfaces and collaboration through breaking down silos
- Review structures, roles & responsibilities to support improved performance
- Reduce WIP levels and End to End processing times
What we have achieved:
- Significant increases in capacity resulting in increased top line performance
- Transformed claims handling teams to recover significant revenue
- Upskilled managers to make them more than technical escalation points
- Enhanced customer experience and colleague engagement scores
- Reduced bottom line costs while enhancing productivity
Our expertise
- Embedding an effective management operating system across operations
- Implementing accurate measures to plan and drive daily individual performance
- Creating meaningful operational dashboards to provide insight at all levels of management
- Enhancing flow through the end to end process through driving out waste
- Creating more proactive and effective sales and account management teams
- Transforming forecasting and resource planning techniques to better cope with changing demand
- Creating capacity to enable service improvement at no additional cost
- Changing behaviours to create greater accountability and ownership
Results
£2.5M
Annualised benefit through top line growth and bottom line controls
£8.7M
Additional revenue through enhanced claims management
30%
Reduction in customer complaints and escalations
We are thrilled to have received our second 'Highly Commended' award for our collaboration with ReAssure, celebrated for our “hugely strong client partnership,” underscoring the value of our dedication to fostering strong client relationships.
“We certainly got everything that we’d hoped for from the project with Managementors. Particularly on the Product side, the teams worked really well together, the engagement was great and there were always lots of interesting conversations going on. As a team, they felt that the project was very much theirs and they were in the lead.”
Gillian Bellshaw
Head of Customer - Transformation and Change
Phoenix Group
"The ability to have a set of processes which allowed us to plan far better both now and as the business grows, will enable us to have more scalibility in the department. We saw significant productivity improvements at a time where we were particularly busy which exceeded our expectations!"
Scott Hamilton-Cooper
Chief Commercial Officer - AX Automotive
Accident Exchange
“Managementors came highly recommended as a team who could partner with us to improve our ways of working and help our teams lead effectively. The results speak for themselves. Our teams were given a clear framework to actively lead through the day, with a new level of energy and focus. The programme covered the full Customer Services Operation with a range of benefits delivered for our customers and wider stakeholders.”
Annabel Abell
Customer Services Director
ReAssure
"It was an excellent piece of work. I was very impressed with how quickly Managementors unpicked what historically been a really difficult challenge for us to tackle. They supported us in finding another gear and really accelerating performance."
Colin Williams
Managing Director, Workplace Savings and Retirement
Aviva
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