Process & Productivity Improvement

Most organisations have a myriad of processes to enable them to deliver value to their stakeholders – some processes are more important than others – some have more priority at specific time – and some simply “work” better than others.

CapricornVentis (CVL) works with clients to optimise specific processes where improvement and productivity gains can deliver immediate value.

Often the client is fully aware of the issue, and experiences the “pain” on a daily/weekly basis. Sometimes, it can simply be an outcome from an informal discussion with a CVL Consultant where an idea for process improvement is identified, and one that has significant business impacts.

Some recent examples of these projects include helping clients to answer questions such as:

• How can we sell more effectively?
• What can we do to increase customer retention?
• How can we reduce our outstanding debtor days?

Salesforce Effectiveness (SFE) through Process and Productivity Improvement

The Pharmaceuticals Industry has changed dramatically over the last decade with many companies struggling to maintain their time in front of their prescriber community. With a background of growing corporate governance and compliance regulation, it has been vital to focus on improving the effectiveness of the sales teams.

“Moving to SalesLogix Pharma and then bolting on QlikView BI has made a huge change to the organisation and how data was captured, stored and viewed. It literally transformed the holistic views of the doctors and their purchasing patterns. We are also more confident about our ability to monitor compliance in line with industry standards.” Business Development Director. Top 5 Global Pharma

CapricornVentis has worked with over a dozen of the leading Pharma companies delivering similar SFE benefits

Process and Productivity Improvement for Customer Retention

The challenge for the Utilities Industry is how to differentiate when the core product is so generic. Energia is an Irish company with almost 100,000 commercial customer served via a 740 megawatt gas fired generation station. Their market analysis indicated that the propensity to shift from one supplier to another could not be managed through price discount alone. They had to provide greater value to their customers through an extended service model.

Energia had an existing relationship with CapricornVentis, working on a data modelling solution for internal use, utilising the QlikView platform. Through discussion, an idea evolved whereby Energia could drive value to their customer base from data that they had previously held for internal billing purposes only.

“Our commercial customers receive interval billing at every half hour. This translates into a large and very powerful bank of data but one which the customers had no real way of analysing. Our strategy of extending the QlikView platform and giving them in-depth usage information (each MPRN #, year on year, month on month or even hour on hour), would enable our customers to apply more effective load shifting, thereby saving cost, and becoming more green. The customer feedback to this new added-value service enhancement has been very positive and our customer retention has improved.” John Mawhinney, Head of Commercial Sales, Energia. (Read more)

Process Improvement for Debtor Management

Managing working capital has always been a critical aspect of any organisation and when your debtor base runs into the 000,000s, the task becomes an even greater challenge. This was the challenge for NIE Energy (NIEE) when they approached CapricornVentis (CVL) to identify if we could identify a simple and seamless solution for them, with the aim of reducing # debtor days. NIEE and CVL were already working together on an Information Management project utilising the QlikView platform.

It quickly became clear that the challenge was to integrate and streamline the core business components, information (related to invoiced transactions and outstanding debt held in their Billing system) people (contact centre) and process (their existing debtor management procedures).

“Unfortunately the Debtor Management module for our Billing system was not very flexible and we had concerns about introducing specialist Debtor Management software as we still wanted to maintain our debtor records in our core Billing system. Once we had discussed these concerns with CVL, they were very quickly able to design a powerful and flexible solution around the core Billing system.” Malachy McVeigh, Head of Credit, NIE Energy

CVL introduced Sage SalesLogix to capturing the debtor details from the Billing system and to create “jobs”, and Orbis Task Centre to manage and to automate the escalation workflow, CVL has provided NIEE with a simple, fast and effective solution. Just what the customer ordered!