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Case Studies

Case Studies

What we have achieved with our clients.

The best way to tell the story of VISION is to describe what we've achieved with our clients and how.

Along our journey we have been fortunate to work with companies such as IBM, Cemex, General Motors, Lloyds TSB, Citi, Scottish & Southern Energy (SSE), RSA, Telefonica, Warner Music and many others.

We pride ourselves on delivering major operational and financial benefits - fast. Here is a summary of some of our results.

We have assisted:

  • One of the UK's fastest growing utility companies to grow its customer base from 2.5m to 5m customers.
  • A major financial institution arrest a 9-year run of falling revenues to 30% growth in 12 months. 
  • One of the largest UK banks develop a mortgage service line that moved from under a 1% market share to a 10% share in 18 months. 
  • A major international mobile telecommunications company to realign its management and culture to meet  the challenges of rapid revenue growth and geographical expansion.
  • A leading North American cement manufacturer to transform into a global industry leader.  
  • One of the world's leading ATM manufacturing and servicing companies to  raise their Net Promoter Score from 6% to 66%.
  • A leading German engineering company to earn the highest profit margins in their industry.

At VISION we like to tell our stories so please contact us, and we will share with you how we have worked alongside our clients to achieve such transformational results.


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VISION: Case Studies: Customer Service

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Reorganisation for continued Entrepreneurial Growth


Since its launch in 2001, Digicel has been the fastest growing mobile telecommunications operator in the Caribbean, with 12.8 million customers across its 30 markets in the Caribean, Central America and the Pacific.


The Digicel Chair and Vice-chair believed that the company's central functions were becoming too dominant and costly and that a rift was emerging between Island Heads and Corporate functions.


To identify and install a Group structure that would enable Digicel to control costs as it grew, while preserving its entrepreneurial vitality, speed and customer-centricity.


Over an 8-week period, VISION interviewed the top levels of management in Digicel and identified their entrepreneurial style of action. In workshops, VISION helped the senior team to break up their industry best practices and adopt senior roles that represented the key elements of the Digicel style, already well represented on the islands. Directors of deal making, cost optimisation, customer satisfaction, and speed emerged. Functions and islands reported to them. Each of those roles developed a signature practice to make its expertise part of the culture.


Digicel doubled its size in the year following the reorganisation. It has reduced waste resulting from confusion over priorities and has developed a self-perpetuating culture.

Client satisfaction

"VISION's first step, everyone was very animated, and it was as if we had discovered a way to split the atom."
Denis O'Brien, Chair.

Further comments from Denis O'Brien about their work with VISION can be seen at the following url:

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Esat BT
West Lothian Council
Blackrock Clinic
Bewleys Customer Service


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