prop/0086/ds/01/oct09/je

• Assurance company –wanted to reduce their cost-to-serve and Vertexidentified business processre-engineering savings,through process andtechnology improvements (e.g. via Lean 6 Sigma,automation & other systemenhancements). Thesedelivered savings of 9 FTE and £350k.

• Retail company – reducedcosts for leading retailer byhalf a million pounds throughfront and back office processimprovements.

• Utility company – reducedcost-to-serve by 40% in just22 months.

Key Facts

Doing more for less

Cost-to-serve

www.vertexgroup.com

Reduced cost-to-serve by

40%

Costs for leading retailerreduced by

£1/2million

To find out more about how wecan help your organisation, callus on 0845 051 8400 or visit

www.vertexgroup.com

Design• Organisational

structure

Recruit to stay• Recruitment

& selection

Induction• Training induction

& development

Development• Performance management

& development

Reward & recognition• Awards

• Incentives

Demand forecasting• Forecast & planning

• Scheduling• Performance measurement

& analysis

10 10

Managementinformation

• Scorecards& controls

We work closely with you, which means we’re able to identify and removethe activities that don’t add value for the customer and get it right first time for them. The result? Lower operational costs, superior pricecomparison in your market place, while reducing the overall cost to you.Through deploying our approach, Vertex is able to bring clients’ operationsto best in class performance compared with external benchmarks.

Elements of the solutions identified include channel and location strategies, call centre operations,multi-channel operations, customer insight and management information – ‘up-to-the-minute’ ITapplications, services and products to help us, help you achieve measureable service improvements.

www.vertexgroup.com

Reducing your costs through our rock-solid operationalperformance, deep sector knowledge and the quality of our people.Ensuring competitive price, maintaining margin and enhancing customer experience can be difficult. It’s a challenge to continually improve operational excellence andefficiency – and more so to try to align costs to demand.

We’ll provide the answers by understanding your business, your customers and theirneeds. We then apply our innovative tools and creativity to improve the customerexperience while reducing cost-to-serve.

Understandingyour business,your customersand their needs

Delivering best in classperformance

Working with you to deliverreal value to customersWe bring a robust set of methodologies, practices,tools and management information which form a key element of our standard operatingmodel for client operations.

“Reduce the cost,remove the barriers,and people will servethemselves, creatingvalue and innovationeverywhere in thecompany.” Source: Gartner

Best practice methodologies