ReAssure Back-Office Workforce Optimisation

Due to the scale and nature of its business ReAssure was experiencing a year on year growth in operational costs. Its growing back-office workforce, across multiple locations, had restricted their ability to deliver truly consistent customer excellence. Work was being managed across four sites – yet the existing business process and systems were unable to effectively transfer and record workflow across the sites.

Additionally, the original ReAssure business model was heavily built on an organisational tree structure, hindered by client centric processes and a dependency on key employees. Prior to working with OPX the concepts of ‘get next’ or ‘one and done’ simply did not exist and had created a set of business challenges such as staff managing their own work queues and ‘cherry picking’ tasks and there was a difficulty managing SLA’s and the oldest item of work due to archaic Management Information.

ReAssure wanted to build a strategy to empower their business leaders to better manage the throughput of work, through real-time Management lnformation (MI) to assess and improve the team’s productivity, remedy any skills shortages and manage KPIs in line with evolving client and regulatory demand.

OPX enabled ReAssure to change the way its business was operating and performing on a day-to-day basis with an end to-end solution that would manage and report on all aspects of daily operations, people, processes, and technology. Underpinned by OPX, they were able to put best practices at the heart of operations to improve customer experience, reduce customer timelines and deliver ‘more for less’.  They were also able to track and manage workloads more effectively and implement this model for their future acquisitions.