The document discusses how Vertex helps companies reduce their cost-to-serve through business process re-engineering and operational improvements. Specifically, it mentions that Vertex helped an assurance company reduce costs by 9 FTE and £350k, a retail company reduce costs by half a million pounds, and a utility company reduce costs by 40% in 22 months. Vertex aims to understand a client's business and customers, then apply methodologies and tools to improve processes and technology to enhance customer experience while lowering costs.

1. Cost-to-serve
Doing more
for less
Key Facts
• Assurance company – • Retail company – reduced
wanted to reduce their costs for leading retailer by
cost-to-serve and Vertex half a million pounds through
identified business process front and back office process
re-engineering savings, improvements.
Costs for through process and
leading retailer • Utility company – reduced
technology improvements cost-to-serve by 40% in just
reduced by (e.g. via Lean 6 Sigma, 22 months.
£1/2 automation & other system
enhancements). These
delivered savings of 9 FTE
million and £350k.
Reduced
cost-to-serve by
To find out more about how we
can help your organisation, call
us on 0845 051 8400 or visit
40%
www.vertexgroup.com
prop/0086/ds/01/oct09/je www.vertexgroup.com

2. Reducing your costs through our rock-solid operational
performance, 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 and
Best practice methodologies
efficiency – and more so to try to align costs to demand.
We’ll provide the answers by understanding your business, your customers and their
needs. We then apply our innovative tools and creativity to improve the customer
experience while reducing cost-to-serve.
Working with you to deliver Demand forecasting
real value to customers • Forecast & planning
• Scheduling
• Performance measurement
We bring a robust set of methodologies, practices, Design & analysis
tools and management information • Organisational
structure
which form a key element of our standard operating
model for client operations.
Understanding Induction
your business, • Training induction
& development
your customers
and their needs Reward & recognition
• Awards
• Incentives
Recruit to stay
• Recruitment
& selection
10 10
Development
• Performance management
& development
Management
information
• Scorecards
& controls
We work closely with you, which means we’re able to identify and remove
“Reduce the cost, the activities that don’t add value for the customer and get it right first
remove the barriers, time for them. The result? Lower operational costs, superior price
and people will serve comparison in your market place, while reducing the overall cost to you.
themselves, creating Through deploying our approach, Vertex is able to bring clients’ operations
to best in class performance compared with external benchmarks.
value and innovation Delivering
everywhere in the best in class 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’ IT
company.” Source: Gartner
performance applications, services and products to help us, help you achieve measureable service improvements.
www.vertexgroup.com