Our clients

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Name: ACI Worldwide

Sector: IT Services

Location: Watford, UK

New processes enabled ACI to telescope complex software development project timeframes, resulting in reduced penalty payments and increased customer satisfaction.

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Name: Avaya

Sector: Telecommunications

Location: Guildford, UK

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Name: Babcock International Group PLC

Sector: Facilities Management

Location: London, UK

Babcock’s newly invigorated and highly sustainable FM model now generates enhanced value for money and assurance for the MoD’s Defence Infrastructure Organisation.

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Name: BNP Paribas Securities Services

Sector: Banking

Location: London, UK

In just 24 weeks BNP Paribas was able to enhance the effectiveness of its Client Development management information, enabling: • teams to focus more on customer-centric activities • managers to identify and resolve disconnects hindering performance • greater visibility of future priorities and opportunities.

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Name: Capita

Sector: Outsourced Managed Services

Location: London, UK

Capita boosted productivity in its high volume back-office transaction environment, increasing customer satisfaction ratings by 13%.

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Name: Carillion plc

Sector: Facilities Management, Commercial Maintenance and Services

Location: Wolverhampton, UK

Carillion completed a massive transformation programme, relocating several regional property services operations into a central national operations centre in Manchester that today handles over 1,000 calls a day.

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Name: Computacenter UK Ltd

Sector: IT Infrastructure Services

Location: Hatfield and Nottingham, UK

A performance improvement project at the Infrastructure Services division of Computacenter UK has ushered in a new era of operational delivery that’s enabled the business to perform better and work smarter. The result is improved margins, greater revenue per Service head, and the capacity to execute new contract take-ons.

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Name: Costain

Sector: Engineering Services

Location: West Midlands, UK

Two global organisations specialising in engineering and water management solutions respectively, undertook a programme to improve efficiencies and quality in operational performance for a regional UK water management company. Managementors assisted with a detailed analysis and performance improvement project, with the installation of a bespoke Management Operating System as a fully optimised, manageable and sustainable solution.

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Name: Dalkia

Sector: Facilities Management

Location: Coventry & Portsmouth, UK

A performance improvement programme in Dalkia’s UK field operations business yielded a 52% increase in productivity, enabling the company to grow its customer base at zero cost and achieve project benefits of £1.2 million.

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Name: De La Rue

Sector: Cash Systems & Services

Location: Basingstoke, UK

In just 24 weeks, De La Rue boosted productivity in its field operations by 20%, reskilled its field engineer teams and prepared the way for entry into a new competitive market.

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Name: EDF Energy

Sector: Utilities

Location: London, UK

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Name: Fujitsu Services Limited

Sector: IT Infrastructure Support

Location: Telford, UK

In conjunction with quick win activities, significant focus was placed on implementing a Management Operating System (MOS) which transitioned the operation away from a reactive state to a more agile and dynamic model. This more effective and collaborative way of working has led to significant improvements with operational performance and consequently enabled Fujitsu to deliver an even higher quality of service to their client.

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Indicator

Name: Guinness and Co.

Sector: Brewer

Location: London, UK

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Name: Homeserve plc

Sector: Insurance

Location: Nottingham, UK

Operational productivity improvements at Homeserve delivered a 67% reduction in overtime costs, cut work-in-progress customer complaints by 57% while improving the claim lifecycle customer experience, and enabled an additional 6% increase in revenue generating conversion rates.

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Name: Honeywell

Sector: Technology & Services

Location: Bracknell, UK

An initiative at Honeywell UK’s ACS division improved service delivery volumes by 40% and became the template for a European service improvement drive.

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Name: Hutchison 3G

Sector: Contact Centre

Location: Mumbai, India

Improving performance and active management behaviours at its 500-seat call centre in Mumbai India, Hutchison was able to respond faster to customer service calls from the UK, Australia and India.

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Name: Interserve plc

Sector: Support Services

Location: Birmingham, UK

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Name: Johnson Controls

Sector: Facilities Management

Location: Zurich, Switzerland

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Name: Kcom

Sector: ICT Services

Location: Hemel Hempstead and Hull, UK

Kcom provides collaborative communications and IT services to business and end users. Following multiple acquisitions and the adoption of historical and legacy in-life services, there was a need to optimise customer interaction, reporting and fault resolution process. A project was undertaken to reorganise operations and deliver an enhanced and sustainable Management Operating System driven by people and process to maximise performance, reduce cost and create excellence in customer service.

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Name: KCOM Group

Sector: Telecommunications

Location: Hull, UK

A performance improvement programme at KC has improved service delivery to customers, cut costs within the engineering operation and reinvigorated the service delivery workforce which is now highly motivated about the future.

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Indicator

Name: Kier Group PLC

Sector: Construction, Civil Engineering & Support Services

Location: Sandy, UK

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Name: Laing O’Rourke

Sector: Engineering and Construction

Location: Dartford, UK

As one of Severn Trent Water’s dedicated engineering partners, Laing O’Rourke is responsible for maintaining and improving the company’s water networks which serve around 1.9 million customers. Under a series of 5-year framework agreements, Laing O’Rourke is required to respond fast to new connection requests and deliver scheduled renewals and rehabilitation activities, generating cost savings without impacting on stringent KPIs.

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Indicator

Name: May Gurney

Sector: Engineering & Maintenance

Location: Norwich, UK

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Name: Mouchel

Sector: Professional Services

Location: London, UK

With the support of Managementors in 2006 and 2007, Mouchel successfully instituted powerful collaborative working to deliver ‘right first time’ professional services faster and more cost effectively for its public sector customers.

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Indicator

Name: NCR UK

Sector: Technology & Services

Location: London, UK

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Name: Nottingham Trams Limited

Sector: Site/Depot based tramway maintenance

Location: Nottingham, UK

A smarter way of working has enhanced operational performance and consequently created the capacity to improve delivery against targets, reduce backlogs and, more importantly, significantly cut financial performance penalties.

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Name: Océ UK

Sector: Technology & Services

Location: Loughton, UK

Océ’s UK contact centre increased call closure rates by 30% to become the gold standard for Océ’s European call centres.

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Name: RM Education

Sector: Technology & Services

Location: Oxford, UK

A major restructure of its help desk meant RM Education was able to resolve 50% more calls on initial contact, cut call backlogs and improve service levels to customers.

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Name: SCC

Sector: IT Infrastructure & Services

Location: Birmingham, UK

Europe’s largest independent IT group, SCC successfully leveraged its Romanian near-shoring operations to achieve productivity gains in its UK field operations.

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Name: Serco Group

Sector: Business Process Outsourcing & Technology Services

Location: Hook, UK

Enhancing productivity in its UK call centres and field service operations generated £5.7 million operational performance savings for Serco.

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Indicator

Name: Skanska

Sector: Construction, Development & Maintenance

Location: London, UK

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Name: South West Water

Sector: Water Utilities & Services

Location: Exeter, UK

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Name: telent Limited

Sector: Telecommunications Networks & Broadcast Infrastructure

Location: Warwick, UK

While maximising output of its 900-strong field engineer workforce, telent also slashed costs in its back-office operations by over 20%.

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Name: The Go-Ahead Group

Sector: Passenger Transport

Location: London, UK

A performance improvement programme at Brighton & Hove Bus Company’s engineering depots is driving down operational costs while enhancing vehicle availability.

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Name: TNT UK

Sector: Express Logistics & Courier Services

Location: Atherstone, UK

TNT improved productivity in its UK call centres by 35% and cut its per-call service delivery costs.

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Name: Unisys UK

Sector: IT Technology & Services

Location: Uxbridge, UK

Unisys UK transformed its service delivery operation and achieved £3.5 million annualised savings.

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