“Nexus took a highly complex operation of over 2000 FTE split between the UK and India, and revealed substantial waste and inefficiency that had built up over time. The systems delivered the reporting I needed to get underneath metrics. Fast and accurate turn-round of the work hugely reduced failure demand and 30% of the staff were freed for other activities. The programme paid for itself within months as benefits were achieved ahead of target, and the benefit case exceeded.”

Peter Thomas
Regional Managing Director - Capita Life and Pensions

Nexus - Outsourcing

For Business Process Outsourcing and outsource providers, operating within tighter margins invariably means taking a closer look at where there is scope to streamline the operation. There is often lack of transparency and control of people, processes or performance which needs to be overcome.

Nexus provides greater transparency, visibility and control of front and back-office operations. Our outsourcing clients are seeing quantum leaps in operational performance metrics.

For more Nexus information and insight, download one of our case studies.

Find out more about:

  • How Nexus has transformed operations within your industry
  • The benefits and results Nexus has delivered for others in similar roles
  • Challenges faced by other organisations within your industry
  • Solutions offered by Nexus on an industry-specific basis
  • How Nexus combines software and behavioural change to streamline operations
  • Tangible data of results achieved through Nexus implementation

Download a Case Study

Problems solved by Nexus

  • Extensive historical, real-time and predictive data and MI reporting
  • Ineffective processes with excessive hand-offs are able to be re-engineered
  • Management teams lacking skills or visibility
  • Variation in time taken to complete similar tasks
  • Increasing cost of offshore back-office and processing outweighs the benefits

Key Benefits

  • Unlock understanding of the customer experience through real End-To-End measurement and heat mapping data
  • Real-time reporting of internal and external customer touchpoints
  • Bring all complaints information together in one place, regardless of operational configuration
  • Take action from fact-based decision-making
  • Reduction in transactional costs  
  • Significantly improve EBITDA
  • Significant reductions in the cost of acquisition renewals and claims processing costs
  • Reduction in waste & rework
  • Demonstrate knowledge and understanding of key customer processes and the progress of all work item from receipt to final completion
  • Demonstrate how teams and individuals follow and observe compliance with set service standards
  • Role owners are empowered through interrelated data enabling them to ask the right questions and perform at the right level
  • Staff understand how their work impacts all areas of the organisation, leading to greater sense of empowerment and achievement
  • Staff are able to access and achieve the correct training and skills
  • Focus investment on waste elimination, Generic User Interface & Robotic Process Automation, and correspondence material that delivers ROI to all stakeholders

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