Experience

The Carisa team has successfully helped clients across a broad range of service

industries, including telecoms, financial services, retail, and utilities.

Our relevant experience includes:

Financial Services Expertise

Process Improvement & Cost Reduction: Worked extensively with large financial institutions on operational issues, including purchasing and supply management, channel performance, and salesforce management.
Multi-channel & Customer Experience: Advised clients on omni-channel and digital customer experience strategies, enhancing customer journeys across various touchpoints.
Strategic Retail Banking Support: Assisted large retail banks with issues related to small business, the mass affluent segment, and multi-channel distribution.

Customer Care Restructuring

Credit Card Call Center Optimization: Helped a major U.S. credit card company capture a 30% productivity improvement in its call centers (with over 5,000 agents) by transforming front-line employee performance.
Utility Sector Customer Service Enhancement: Supported a municipal electricity distributor in simultaneously improving customer service and productivity while enhancing labor relations.
Retail Bank Call Center Efficiency: Assisted a large retail bank in rationalizing its call center network, achieving a 20% improvement in productivity.
Consumer Services Billing Optimization: Guided a major consumer services player to improve billing and correspondence productivity by 25%.

Telecom Industry Transformation

NPS-Driven Customer Experience Program: Established a company-wide customer experience improvement program for a major telecom player, achieving nine consecutive quarters of NPS improvement totaling approximately 10 points.
Digital Adoption Increase: Drove digital adoption from 25% to over 60% of transactions, enhancing digital experience scores by nearly 50 points.
Cost Savings through Analytics: Applied data analytics to identify and capture over $15 million in annual call savings.
Billing Efficiency Improvements: Reduced average billing cycle time by two days.

Expanding our work across multiple industries

Workforce Expansion Strategy for UK HR Outsourcing:

We collaborated with a leading UK-based HR outsourcing company to design a comprehensive expansion strategy aimed at entering the North American market. This involved analyzing regional workforce trends, identifying key target markets, and developing a scalable approach to attract and manage contingent workers across multiple industries.

By establishing clear growth objectives and aligning the talent acquisition model with North American regulations and business practices, we positioned the client for successful and sustainable growth in a new, competitive market.

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Corporate & Talent Management Consulting

Provided strategic consulting services to a G7 central bank, addressing critical cross-cutting corporate issues including the optimization of shared services, enhancement of talent management frameworks, and the establishment of robust knowledge management systems.

Our approach focused on aligning organizational structures and processes with the central bank’s long-term strategic goals, improving operational efficiency, and fostering a culture of continuous learning and knowledge sharing. Through this engagement, we helped streamline their operations and empower leadership to make data-driven decisions for organizational growth.

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Performance Systems Implementation

Supported diverse organizations in the development and rollout of advanced business and people performance management systems. These initiatives were implemented across all organizational levels, from business unit leadership to functional and operational management, and down to large-scale front-line employee programs.

By establishing clear performance metrics, accountability structures, and feedback loops, we enabled these companies to monitor, manage, and improve performance continuously. This holistic approach not only enhanced productivity but also fostered a culture of excellence and engagement among employees.

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Customer Service Transformation:

Spearheaded transformation initiatives for customer service operations and Customer Information Systems (CIS) across more than 20 of the largest utility providers, including major water companies. Our work involved redesigning customer service processes to improve efficiency, enhance customer satisfaction, and optimize the use of CIS platforms.

Through process re-engineering and technology upgrades, we enabled these utilities to reduce service costs, increase operational agility, and deliver superior customer experiences. This deep expertise positions us as a trusted partner in the utility sector, helping clients navigate industry-specific challenges and drive measurable improvements.

Customer Experience Assessment

Engaged as the first external consultant by a global leader in search engine technology to assess and improve their customer experience and customer service operations. Through a comprehensive gap analysis, we identified areas where customer interactions could be optimized, from digital touchpoints to customer support channels.

Our detailed recommendations provided actionable steps to enhance customer satisfaction, streamline service processes, and align the customer experience with the brand’s high standards. This assessment not only improved service quality but also helped build a more loyal and satisfied customer base, strengthening the provider’s market position.

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