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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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Esat BT

Redesigning a business around customers

Become a world leader in resource agency management using the Internet and traditional channels - nothing less would satisfy Peter Keenan, Chief Executive of Parc.

Established in 1976, Parc is an international leader in providing short-term staffing solutions to the aviation, engineering, technology and telecoms sectors.

"The genesis came when we felt we had to address our approach to the Internet," says Keenan, "We decided that to capitalise on opportunities afforded by the Internet, we had to tie in our business processes."

"To do this, we realised we needed outside assistance. We chose VISION because we knew they could challenge us."

The development of Parc's new offering involved a comprehensive business process redesign, undertaken by VISION throughout the Parc group in the UK and Ireland.

Customer-centric approach

A customer-centric approach was applied starting with customer-facing roles and then on to back-office procedures. The focus was to enable Parc employees to deliver on commitments made to clients and candidates, and to design tools that would support them.

"Under the guidance of VISION people, we undertook a process redesign where we looked at our business, got feedback from clients and staff, and studied conflicts and inefficiencies. This was one of the biggest investments of time and money but it was worth it", says Keenan.

VISION went on to build a website for Parc, which became a single point of contact to replace a large number of diverse sites across the company. A wealth of functionality was built into the site to complement the user experience and Parc's business requirements.

Empowering clients

Clients are empowered to manage resources online by making requests for staff, view timesheets online, view holiday entitlements and make appraisals. Financial records are also accessible through the site, allowing Parc clients to see all monies owed.

VISION spearheaded the execution of this solution - not just deploying the technology, but also helping the whole Parc group and its partners embrace it.

"This is a unique offer to both customers and clients that will undoubtedly raise Parc's competitive edge in the marketplace," says Barry Ryan, project manager for VISION. "I am confident we have brought substantial benefit to Parc."

"VISION became very much a part of our operations. They led change where it needed to be lead", adds Peter Keenan. "It's difficult to cope with change, this is where the VISION methodology comes into its own. They manage change and they manage people well."

"I highly recommend VISION. We have had a very good experience with them,"  Peter Keenan, Chief Executive, Parc

The Parc website was short-listed for the Irish Golden Spider Awards, the only non-pure play web recruitment company to be short listed in the recruitment category.

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West Lothian Council
Blackrock Clinic
Bewleys Customer Service


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