The Challenge:
The acquisition resulted in a large spike in complaint volumes, creating a backlog that was impacting BAU complaints teams and customer experience. The client set a 12-week timeframe for clearing the backlog and required high-quality delivery throughout.
The Solution:
Huntswood deployed a team of complaints experts and operational management within two weeks, equipped with the skills and understanding to resolve complex complaints. We worked at pace to clear the backlog and leveraged surplus budget from early completion to provide additional complaint handling support in other areas of the business.
Our operation maintained high quality standards while identifying root cause trends through bespoke MI reporting, helping the client improve processes and prevent future backlogs.
The Results:
- Delivery completed four weeks ahead of schedule
- 3,000+ cases closed
- 70% more cases closed than original target
- 94% quality score achieved