- dhp Nexus Solutions

Gain visibility and insight of end-to-end journey for key customer processes.
Increase understanding of the customer experience through real-time, end-to-end measurement
Understand upstream and downstream impact touches
Understand reasons for elapsed cycle time
Know where to place T&L for maximum impact
Measure ROI
Access multi-channel customer journey analysis
Shape the company agenda through deeper insight and clarity

Gain more capacity from existing resources
Reduce cost without compromising service delivery or customer experience
Gain rapid ROI typically within 6 months and then increase this by 5x to 10x in the next 5 years
Evidence operational efficiencies and upper quartile expense performance
Utilise activity-based costing with the ability to slice and dice across any given site, team, process or activity
Gain insight into cost per transaction
Become leaner and encourage repatriation through increased control and skills utilisation

Be able to answer when the board asks, ‘Are you fit for profitable growth?’
Access a dashboard of IBP metrics that evidence operations delivery across a balanced set of metrics
Ensure your operation is gaining competitive advantage
Ensure your TOM and operational strategy is correct for now and for the future

Benchmark sites, functional areas, teams and process best practice
Access a dashboard of key metrics aligned to industry best practice that benchmark consistently across geographical area
Enable accountability and trust within teams through transparency
Be seen as being in control by peers in other divisions that rely on your operation
Plan resource requirement through intelligent forecasting based on accurate, current and predictive future demand capture
Eliminate failure demand through end-to-end process tough reporting, resulting in reduced end-to-end transaction processing times and unnecessary chaser demand

Promote real-time visibility of SLA performance by site, team, product and process
Increase productivity and efficiency whilst improving service delivery
Understand what drives multiple touchpoints in a process, upstream and downstream
Load-balance capacity management through effective daily, weekly and monthly forecasting
Access a single view of all work channels, turning items into hours

Prioritise in real-time based on available time and skills
Access skills-based automated allocation and prioritisation
Access RBA quality checking and sampling selected by algorithms
Celebrate success and motivate the team through visual communications and engagement
Promote reward and recognition based on consistent key performance indicators
Improve time management and contribution of team members
Stop staff members cherry-picking and manipulating performance stats