“Cognition Compass has been a critical tool to increase employee engagement and productivity. It captured the as-is ways of working and opportunities for improvement in a data-driven way that Business Analysts would never be able to do, and is faster, more accurate and much more cost effective!”
Nick Morgan, GLOBAL HEAD OF TECHNOLOGY
@ WILLIAMS LEA
The Brief
Williams Lea have an off-shore presentation services team that deals with a high volume of inbound client requests. They wanted to understand how to optimise this team to improve the employee experience and deliver standout customer service.
What we did
We deployed Productivity Mining to capture and analyse data within five-weeks to create a platform that:
- Captured live data across all tasks, processes and people.
- Held user interviews to understand bottlenecks and pain points in as-is processes.
- Determined baseline productivity metrics to understand what was working and opportunities for improvement.
- Produced a comprehensive report with recommendations, costings and timings to improve the employee experience and accelerate time-to-value for customers.
What was the
outcome
We identified three key opportunities:
- Automating triage and workflow allocation to reduce waiting time.
- Automating presentation standardisation in line with client branding guidelines.
- Restructuring the team to enable dynamic workflows and optimise team skillsets.
The opportunities identified would free up team capacity by 38% and increase the volume of queries processed – without expanding the team.
The Cognition Difference
Because we used our people-centric approach we also used the data captured within our platform to:
- Understand user pain points to get their buy-in for our recommendations.
- Identify top performers to be recognised and promoted.
- Determine the extra training required to support the team and reduce the high amount of inefficient adhoc knowledge sharing.
- Redefine the team structure to optimise expertise and specialist skills.
