Continuous Improvement Partnership with a Leading European Aviation Company

A leading aviation company partnered with our consulting team on a long-term journey to enhance customer feedback management and operational efficiency. Over the course of nine distinct projects—including a two-year, hands-on BPO management engagement—we delivered end-to-end solutions ranging from process mapping and backlog reduction to supplier management and performance optimisation.

Our data-driven approach significantly reduced response times and improved first contact resolution, while our close collaboration ensured seamless teamwork across diverse functions and cultures. This partnership stands as a testament to the impact of continuous improvement and tailored consulting in the aviation sector.

Client stories

Service Model Enhancement for a Global Consumer Goods Brand

A leading consumer goods company engaged us to enhance their customer service operations. During our engagement, we assessed the structure, processes, and technology of their customer service centre through interviews, workshops, and a mystery shopper survey. We developed end-to-end process maps to identify areas for improvement and designed ‘to be’ processes for future operations.

Our team recommended digital solutions such as chatbots, optimised IVR flows, and new performance metrics. These changes resulted in greater efficiency, reduced handling times, and a more customer-focused service model.

Sales Process Transformation for a Leading Automotive Finance Company

A leading automotive finance company partnered with our consulting team to address challenges within their insurance sales operations. The project focused on undefined sales processes, misaligned performance metrics, and inefficiencies in resource management.

During the engagement, we redesigned all end-to-end sales processes, restructured the organisational framework, and implemented robust data management practices. We also introduced a new target system and conducted detailed resource and capacity analyses.

As a result, the company achieved a 23% increase in insurance sales success and reduced headcount by 26%, significantly enhancing operational efficiency.

Outsourcing Excellence for a Leading Telecommunications Company

A leading telecommunications company in Turkey was experiencing significant growth, bringing on new partners and expanding its operations. To ensure effective collaboration and maintain high service standards, the company needed to clarify its outsourced partner management processes and responsibilities.

UNIQ Consulting Services was engaged to lead this transformation. Through a series of interactive workshops with key stakeholders, UNIQ mapped out end-to-end processes, defined clear roles for both internal teams and external partners, and established measurable performance indicators. This structured approach enabled the company to brief new partners efficiently, align internal teams, and continuously monitor and improve operational performance.

The project resulted in greater transparency, accountability, and efficiency across the company’s outsourcing operations, ultimately supporting sustainable growth and enhanced customer satisfaction.

Workforce Optimisation for a Leading Financial Institution

A leading financial institution partnered with our consulting team to optimise their customer operations. The project focused on evaluating current workload, workforce planning, and real-time management practices to identify bottlenecks and opportunities for improvement.

Through on-site observations, interviews with team leaders and agents, and detailed data analysis, we assessed the organisation’s forecasting, scheduling, and performance management processes. We developed actionable recommendations to enhance resource allocation, improve service level compliance, and streamline shift planning. Our team also introduced new methodologies for shrinkage calculation and skill-based routing, ensuring more accurate capacity planning.

As a result, the client achieved greater operational efficiency, improved service levels, and a more agile workforce management model.

Customer Experience Transformation for a Leading Retailer

A leading retailer partnered with our consulting team to drive a comprehensive organisational and customer experience transformation. Over a six-months engagement, we conducted in-depth analyses of their existing structure, fragmented customer touchpoints, and inefficient processes.

Our work involved redesigning the organisational chart, clarifying roles and responsibilities, and establishing dedicated teams for various customer interaction channels. We also introduced a centralised workflow and knowledge management system, alongside new customer experience KPIs (NPS, CSAT, FCR) to ensure measurable improvements.

As a result, the client achieved greater operational efficiency, significantly improved response times, and fostered a more consistent, customer-centric service delivery model, supporting their sustainable growth.

Companies That Trust Us

Aviation & Travel

Finance & Banking

Telco & Internet

Insurance & Pension

BPO

Security

Real Estate

Retail & Ecommerce

Other