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BUSINESS SERVICES

Improved service and bottom line results

We believe you can reduce costs and improve quality at the same time. And we know this doesn't happen in a spreadsheet; it happens on the frontline.

 

We work alongside employees in central and field operations, customer service centers and support, helping them:

  • Improve service, reduce costs and increase profits by redesigning services

  • Transform operations and processes to support business strategies

  • Optimize capacity and demand

  • Manage their workforces more effectively

  • Embed key performance indicators

  • Improve the customer journey

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Field Operations

Field Operations

We work with a wide range of field-based workforces, including service engineers, district nurses and property and facilities management professionals. Our projects enhance the process and workforce efficiency as well as customer experience – all areas of a business where improvements make the biggest financial impact.

Typically we deliver a 10% to 30% reduction in staffing requirements while also improving service levels. Our focus is on doing things better and more effectively.

Efficiency improvements are realized through the smart transformation of business processes – not the other way around.

 

We have a comprehensive range of expertise including:

  • Service delivery and operating model design and implementation

  • Organizational structure and re-design

  • Resource planning and scheduling

  • Work allocation, route planning, and optimization

  • Performance reporting, management information, and KPIs

  • End to end process redesign

  • Demand forecasting and capacity planning

 

Throughout the process, we collaborate side-by-side with local teams and managers to ensure our conclusions are valid and the plan we're about to embark upon, workable.
Our unique, hands-on, detailed approach allows us to design the most cost-effective and optimal operating models with our clients.

Field operations Origami
Customer Services

Customer Services and Contact Centers

We have experience across a wide variety of customer service centres and contact centres – from booking lines and order taking, to telesales and tele marketing, complaints handling, and remote technical assistance. Our typical projects deliver 10-30% savings in headcount while also improving service levels for customers.

 

Our range of expertise includes:

  • Demand analysis and forecasting

  • Telephony and ACD design and optimisation, including skills-based routing and virtual networks across a range of software and hardware platforms

  • Inbound, outbound and multi-channel centres

  • Workforce management:

  • Rostering and capacity design, including Erlang and other statistical methods

  • Sickness management

  • Performance management, reviews etc.

  • On-the-day agent availability management

  • Performance reporting, management information and key performance indicators (KPIs)

  • End-to-end process redesign and improvement:

  • Decision support tools and scripting

  • Elimination of failure demand and double handling

  • Complaints handling and management

  • Organisational design including structures and incentives

 

Throughout the process, we collaborate side-by-side with local teams and managers to ensure our conclusions are valid and the plan we're about to embark upon, workable.
Our unique, hands-on, detailed approach allows us to design the most cost-effective and optimal operating models with our clients.

Corporate Services

Corporate Services

Our specialism in corporate services has been tailored and developed from our work across both the public and private sectors, covering services such as Finance, HR, and ICT. We are also experienced at setting up and optimizing shared service centers. Our approach is focused on working with clients to deliver a combination of cost reductions and quality improvements.

 

Corporate services rely on their people, processes, and systems to function, and so we comprehensively review all elements:

  • We initially undertake an assessment/diagnostic to identify opportunities and develop a detailed implementation plan.

  • Rather than just relying on benchmarking data and past experience (i.e. direct transfer from other clients), which is typical of other consultancies, our diagnostic phase ensures we understand the specific root causes of each inefficiency.

  • We undertake live studies with workers in each function, coupled with analysis of historical data and performance to understand the workforce and prioritize the biggest opportunities.

  • We analyze the benefits and risks of outsourcing corporate services, including making sure savings aren't given away to third parties, and that processes are sufficiently clear and robust so that clients aren't hit with additional costs.

  • We analyze the processes and systems sitting behind the biggest opportunities in order to develop a plan.

Throughout the process, we collaborate side-by-side with local teams and managers to ensure our conclusions are valid and the plan we're about to embark upon, workable.​

Our unique, hands-on, detailed approach allows us to design with our clients the most cost-effective and optimal operating models.

Back Office

Back Office and Support Services

We have experienced over a wide variety of back office and support functions – from case handling to order processing, scheduling, planning, and administrative functions. Our typical projects deliver 10-30% savings in headcount while improving quality through reducing processing and lead times and reducing errors.


Our range of expertise includes:

  • Demand analysis and forecasting

  • Operating model design and implementation

  • Performance reporting, management information and key performance indicators (KPIs)

  • End-to-end process redesign and improvement:

  • Automation

  • Elimination of failure demand and double handling

  • Organizational design including structures and incentives

  • Systems including CRM, ERP, and workflow

 

Throughout the process, we work collaboratively with local teams and managers to ensure our conclusions are valid and the plan we're about to embark upon, workable.
Our unique, hands-on, detailed approach allows us to design with our clients the most cost-effective and optimal operating models.

Procurement

Procurement and Supply Chain

Bought in goods and services can account for up to 50% of the cost base within a services organization. Hand-in-hand with Origami's operational improvement team, the Procurement and Supply Chain team ensures that no stone is left unturned in order to deliver savings and service improvements right across the supply base.


Our approach starts with completely understanding our clients' core objectives, as well as their current business state before proposing opportunities. We then work hand-in-hand with client teams to ensure benefits are delivered, hit the bottom line and are sustainable in the long-term.

 

We develop real value by working from the bottom-up, deeply understanding each element of the supply chain. We don't just focus on price or supplier margin alone. With our in-depth knowledge of cost drivers, market trends and a total cost of ownership mentality, Origami ensures the supply chain is working as hard as it can.
Areas we cover include:

  • Insourcing vs. outsourcing

  • Demand management

  • Consolidation, standardisation and rationalisation

  • Purchase to pay best practice and technology solutions

  • Supplier relationship management approaches and tool

  • Category management across all spend areas:

  • Facilities – cleaning, catering, maintenance, security

  • IT & telecoms – fixed line and mobiles, hardware and software and contractor spend

  • Office costs – refurbishment, furniture, stationery, printing solutions

  • Marketing – creative, print, PR, advertising

  • Temporary staff – agency, bank, locum

  • Travel – air, rail, fleet, hotels and venues

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