“Nexus has resulted in a significant change within the organisation. Senior management have greater visibility and understanding of the day to day operational process, and more importantly the outcomes associated with them.”
Peter Thomas
Operations Director - Ageas Protect
What Does Nexus Do For Me?
Customer Experience Manager
- 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
Finance Director
- 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
CEO / COO
- 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
Operations Director & Head of Department
- Benchmark sites, functional areas, teams and process best practice
- Real-time access to holistic KPI dashboard – allowing instant
benchmarking across a range of performance metrics for your entire operation - 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 transaction processing times and unnecessary chaser demand
Business Leader
- 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
Team Manager
- 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
Team Member
- Access real-time visibility of your work queue
- Access real-time and historic key performance indicators that are like-for-like with others
- Feel valued, heard and connected
- Understand how your work affects customers and the wider company
- Spend less time on non-value-adding admin tasks and spend more time maximising and driving business performance, developing individuals and harnessing future talent
Quality Manager
- Access real-time process sampling after an event
- Access RBA quality checking and sampling selected by algorithms
- Utilise skills and autonomy level progression and tracking
MI & Planning
- Access flexible capacity planning and modelling
- Utilise accurate FTE planning from fact-based metrics
- Make the most of model operation scenarios on live data for planned outcomes and unforeseen events
Compliance & Risk
- Support and Evidence T&C through training and coaching requirements and delivery
- Ensure and evidence compliance of key risk processes with internal policies and external regulation
- Reduce risk and exposure through transparent individual service level visibility and quality management
In-House Process Improvement
- Identify process and policy improvements
- Establish actual baselines and measure ROI after implementation
- Establish continuous improvement monitoring and refinement
- Establish upstream and downstream barriers and opportunities through cause and effect monitoring
- Establish continuous improvement monitoring and refinement
Business Analyst
- Identify process and policy improvements
- Measure ROI
- Support operational design modelling through MI
- Develop dashboards for KPI tracking
- Access real-time, historic and predictive MI
- Enable scenario planning through rich, accurate MI reporting
- Utilise in-depth drill-down reporting tools
- Build and export custom pivots
HR
- Gain clarity on skills, competencies, role profiles and performance management data
- Access the MI needed to support training and development requirements
- Access KPIs for benchmarking, higher performance and salary review with MI and behaviours
IT
- Cloud implementation
- Integration with other business systems
- Complements workflow, CRM and other business systems
Complaints Manager
- Understand and access real root cause analysis
- Access complaints reporting
- Lower complaints per enforce policy
Providing omni-channel workforce optimisation for the world’s leading companies
hastings direct
nhs england
axa
west sussex county council
scottish provident
teachers pensions
friends life
iron mountain
mgm
equity insurance partnerships
antworks
ageas
capita sip
capita insurance
capita india
towergate
rias
quantum marketing
prudential
phoenix life
royal london
first assist
AIG
