Working smarter to maintain business performance after major restructure
How SNH helped this global division to ‘breathe again’ when they were drowning in a sea of tasks
Organisational change and downsizing can be detrimental to productivity and create significant strain for those left to carry on with operations. In response, SNH was brought in to provide vital support to senior managers and leaders in the BT Global Billing directorate. Their expertise helped unlock untapped capacity, alleviating pressure across the department and enabling leaders to navigate the challenges with confidence.
The Challenge
BT approached SNH as they implemented a significant restructure resulting in headcount reduction across multiple departments, including the Global Billing directorate. Facing the challenge of billing and collecting from millions of customers with a significantly reduced team, they recognised the need for a solution to maximise productivity and alleviate the pressure on their teams while maintaining engagement, quality of service and, crucially, employee well-being.
The Solution
We began by engaging with key stakeholders and gaining valuable insights into the organisation's culture, working practices, and challenges.
Based on this understanding, we delivered a tailored productivity solution implementing smarter ways of working through various practical tools and techniques. Additionally, we provided personalised one-on-one coaching over a 10-week period to ensure effective implementation of the new ways of working and achieve sustained change.
The Outcome
The SNH Employee Productivity solution for BT delivered measurable ROI in excess of expectations! BT reported that the smarter ways of working implemented through this solution unlocked additional capacity by 20%, equivalent to over 3 days per month. This provided them with time for more proactive work and more focus on strategic tasks. Participants from all teams reported an increased sense of being in control of their workload and improvements in their work-life balance. Following the positive impact of this solution SNH is now partnering with other directorates within BT to maximise productivity with leaders and their teams across the wider organisation.
“SNH - It does what it states on the TIN! It showed me and my team very quick wins that have enabled us to work that much smarter with the time that we have – individually and collectively. In fact, I would go so far as to say that it has enabled us to deliver much more, at a higher quality, utilising less time. A win, win, win!”
— Keith Michael, Head of Billing Operations
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