"Cognition Compass has been a critical tool to increase employee engagement and productivity. It captured the as-is ways of working and opportunities for improvement in a data-driven way that Business Analysts would never be able to do, and is faster, more accurate and much more cost effective!”
Nick Morgan, GLOBAL HEAD OF TECHNOLOGY
@ WILLIAMS LEA
Williams Lea have an off-shore presentation services team that deals with a high volume of inbound client requests. They wanted to understand how to optimise this team to improve the employee experience and deliver standout customer service.
We deployed Productivity Mining to capture and analyse data within five-weeks to create a platform that:
We identified three key opportunities:
1. Automating triage and workflow allocation to reduce waiting time.
2. Automating presentation standardisation in line with client branding guidelines.
3. Restructuring the team to enable dynamic workflows and optimise team skillsets.
The opportunities identified would free up team capacity by 38% and increase the volume of queries processed - without expanding the team.
Because we used our people-centric approach we also used the data captured within our platform to:
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