Major UK Retail Bank – Rectification Centre

The Challenge Our client, a UK Tier 1 Bank, was introduced to the concept of DARA to automate the data gathering process prior to remediation of PPI claims. The client was manually handling the task with thousands of clerical staff, both internal and agency, operating in four cities across the UK. Rectification as an activity...

kiyomi Conduct – Major UK Bank

The Challenge Our client, a major UK Bank, wanted to understand conduct related insights across the life cycle of their customers The challenge was that current in-house systems, people and technology were unable to deliver this in one format from one source Limehouse were engaged to carry out a pilot within their credit card operation...

Service Excellence – Retail Insurance

The Challenge Our client, a UK Retail Insurance company, operated in a multi-channel and multi-product environment with circa 1.7m calls and 1m post/emails a year The challenge was to enable the leadership team to understand how well the operation met their customer needs and how to improve this The Solution An assessment was undertaken of...

Customer Service – TelCo

The Challenge Our client, a major UK telco, managed a high-volume telephony and admin operation Their challenge was to improve service and reduce costs without customer detriment The Solution An assessment  was undertaken of the service delivery process from a customer's perspective as well as an evaluation of the effectiveness of the existing operational processes...

End to End – Major UK Retail Bank

The Challenge Our client, a major UK Retail Bank, was focused on reducing both customer complaints and E2E completion times within their mortgage business. Their challenge was to have a holistic customer-based view of operational performance leading to continued efficiencies of scale. Transparency was to play an important part to provide evidence to both staff...

Customer Centricity Model – Global International Bank

The Challenge Our client, a global international bank based in Hong Kong, identified Customer Centricity as critical to achieving the goal of becoming a regional bank The consumer finance (unsecured lending) part of the business was identified as the pilot for a customer centric approach to business performance improvement At the time, the bank was...