Call Center Experiences Higher Call Volumes

Financial Services Company Improves Customer Care

The Challenge

The client was seeking a stronger competitive edge by improving quality, service, and productivity in all call centers, claims processing centers, and shared services offices throughout Canada.

DB&A consulting case study equity

About the Client

The client is a leading international financial services company, providing a diverse range of protection and wealth products and services to individual and corporate consumers. After an initial successful consulting project, DB&A worked alongside the Client’s front-line managers in eight additional engagements.

Financial Results Snapshot

DB&A Delivered

  • 145% of DB&A’s guaranteed ROI
  • $26.5 million total annualized savings rate
Related Work

Defense Manufacturing Facility Increases Productivity

This is custom heading element The Challenge DB&A was also tasked to initiate and implement change in the culture in each area of operations. Concerns arose regarding current practices, facility maintenance, key equipment maintenance, and production uptime. DB&A understood the concerns and successfully met the tasks and accomplished what was set out. About the Client...

Improved Performance Drives Savings

This is custom heading element The Challenge The client was looking to create financial capacity in order to upgrade their technical talent and scale its growth through systems and processes. About the Client The client, a global provider of products, services, and solutions for the military defense and civil security industry. Download Case Study Financial...

Standard Processes Increase Output

This is custom heading element The Challenge The company reached out when their on-time delivery rate had dropped to 60% at one of their plants. They needed to ramp up their ability to consistently meet the growing demand for their parts and knew DB&A would deliver results. About the Client A leading manufacturer of a...

Steel Mill Achieves Consistent Quality

This is custom heading element The Challenge The client was working to implement an advanced tool set and struggling to meet the precise process controls required. These quality control issues created delays in production, increases in re-work, and excessive waste. About the Client A North American steel mill and manufacturer with six production sites turned...