The Client
UK’s largest retail services network operating 11,500+ branches, providing postal, financial, travel and government services with ambitious franchise expansion targets.
The Challenge
Fragmented data prevented visibility over end-to-end processes
High franchisee churn and fragmented data across multiple teams and locations prevented clear visibility over end-to-end processes.
Disconnected systems created information silos that made it impossible to drive improvements, meet expansion targets, or gain insights into operational bottlenecks.
What We Did
Unified data architecture with journey mapping
- Developed comprehensive six-stage journey map with historical data extraction
- Created stage-specific KPIs to measure performance and quantify duration and attrition
- Implemented data stewardship model to improve accountability, accuracy and data integrity
- Deployed Power BI solution integrating multiple data sources including SAP, O365 and APIs
- Established data quality dashboard for proactive monitoring and issue resolution
The Impact
End-to-end visibility enabling targeted improvements
30%
Recruitment efficiency gain
60%
Reporting efficiency improvement
Single
Source of truth established
Projected 30% increase in franchisee recruitment through optimised customer journeys and process improvements. Improved reporting efficiency by 60% whilst establishing unified performance metrics enabling leadership to track end-to-end journey stages.
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