The organisation and other key public services in the area, identify with the challenges of ongoing funding cuts and changes, impacting both residents and businesses. The organisation needed to understand why customers were accessing their services via certain channels and what this journey as a resident felt like, to help to understand where new ways of working could be formed with the Partner organisations (charities, public services) to better meet their needs.
“Our collaborative approach with colleagues, customers and partners meant that we could create clear plans and focus that met the needs of residents and importantly were developed and aligned with the wider organisational objectives” Nicola Collister, Founder, Custerian
Review of the current ‘Order To Cash’ journey, and development of fit for scale process & controls.
Following a period of high growth, with ambitious plans to continue, the time was right to do a fit for the future review.
After significant growth there was an opportunity to re-engineer process to drive efficiency.