Case studies

Please click on the links below to view case studies

 Lincoln case study


 Twycross Zoo


 People and process - why it matters to your clients

 
 Investing in your people pays dividends with your clients

 
 So you want new recruits to hit the ground running?

Testimonials

I wanted to formally record my appreciation for the assistance you provided with regard to the recent programme of work at AIG Direct.  As I mentioned to you verbally, selecting Abeo Consulting to assist the programme was based on your experience and record of delivery.  However I very quickly came to appreciate that in addition to your technical knowledge, your personal style and approach were a great benefit to us.  You adapted work schedules, leveraged contacts and remained unfailingly responsive and helpful.

In summary you made a significant contribution to the success of the programme and I wish you every success for the future.

Mark Wylie - Head of Operations UK & Ireland, AIG UK Limited


Abeo Consulting worked with Lincoln Financial Group to establish the overall Customer Journey for our new Lincoln Retirement Income proposition.  The focus of their activity was to help Lincoln design a class leading service offering to intermediaries and their customers in the highly competitive IFA market.

Abeo very quickly understood what we were trying to achieve - identifying the critical customer facing processes and helping our team challenge how we could deliver a differentiated service to our target IFAs. In doing so he engaged closely with all members of the team - building on their experience, our research and Abeo own personal experiences to great effect.  Abeo efforts enabled us to turn a conceptual service offering into tangible service processes and a clear set of critical success factors against which we can manage and measure our performance.  The approach was inclusive, engaging all members of the team, and grounded in the practical realities of delivering a cost effective service operation.

The Customer Journey was a key deliverable in the creation of Lincoln's overall Retirement Income proposition, enabling us to launch with a Customer Service model which fully supported and reinforced our proposition.  I woudl highly recommend Abeo's approach to organisations planning to launch a new Customer Service operation to ensure you design and build a solution which fully supports the intended proposition and business objectives.

Tina Franklin - Operations Director, Lincoln Financial Group

  
I found Derek's approach and support during the Change Programme to be fantastic. He stated at our first meeting that his key focus was to develop the team throughout the process so that changes could be sustained and I certainly feel he did this. Whilst the fundamental aims of the project were around efficiency of the team and improving relationship with our clients his participative style boosted morale within the team and ensured the implementation was not only accepted but embraced by all.

Derek was a great coach to me personally and opened my eyes as to what can be achieved by simply listening to the team and harnessing their concerns by giving them the opportunity to take accountability for change! I developed complete trust as a result of his open approach and for once I feel I have benefited from a consultant who took our vision and implemented it in a manner that it can be sustained, not just regurgitated what I already knew!

Chris Hobson - Client Service Director - Dataforce Group Ltd