From Insight to Impact

Obviously at Bramble, we believe in the transformative power of data. We’ve repeatedly seen firsthand how strategic analytics, combined with modern management methodologies, can revolutionize operational performance. Our recent experience with a leading bank’s contact center provides a compelling case study in this very principle – highlighting both the incredible potential when our platform is embraced, and the significant costs when its insights are overlooked.

Part 1: Unleashing Potential

Early last year, Bramble went live at the customer’s contact center, implemented alongside a new ‘active management’ methodology. The first 4 months of this implementation was dedicated to comprehensive user onboarding and training, with leadership thrilled to see our platform immediately begin to deliver deeper insights into their operations.

The results were swift and encouraging:

• The Daily Output per FTE saw a significant 14% increase, reaching 3 hours and 55 minutes. This was a direct indicator of enhanced agent efficiency, driven by the clearer visibility Bramble provided.
• Idle Time decreased by 29%, meaning less unproductive time and more focus on customer interactions, a key benefit of an optimized workforce.
• Crucially, their service Quality remained high at 82%, proving that efficiency gains did not come at the expense of customer satisfaction.

Despite a temporary rise in “Daily Friction” (a common, short-term adjustment during any major transition), the overall trajectory was overwhelmingly positive. This initial implementation phase clearly demonstrated that investing in daily continuous improvement analytics like Bramble, coupled with modern management techniques, will lead to tangible performance improvement and significant efficiency gains within a bank environment.

Birds were chirping, the sun was shining, there a was a hint of magic in the air…

Part 2: The Reversal

However, the story took an unexpected and costly turn. A few months later, a new contact center manager was appointed who unfortunately did not champion the new platform and management methodology. The focus shifted back to traditional call center reporting, effectively sidelining the very tools that had begun to drive significant improvements. 14 mths after onbaording commenced, the decision was made to completely cease using Bramble.

The impact of this shift was immediate and severe, as the data we continued to track revealed. The positive momentum quickly reversed, leading to a substantial decline in key performance indicators and a significant negative financial impact.

The alarming decline in key performance indicators included:

• Cumulative benefits plummeted after the new manager was appointed to approximately −$600k, translating to a total annual impact of -$846k (ouch!!)
• Productivity dropped 14% to 54%, indicating a significant loss of operational efficiency.
• Resource Hours per Key Task increased by 42%, meaning it took much more effort to complete fewer tasks.

These results clearly highlight the profound consequences of abandoning analytics, and the severe impact leadership (and change adversity) has on performance. When leadership fails to embrace and champion data-driven approaches, the organization risks significant performance decline and substantial financial losses.

Part 3: Beyond the Numbers

So what are the key lessons learned from this journey that we want to share, to help company leaders achieve lasting success?

1. Leadership Championship is Non-Negotiable: The initial success was directly tied to active promotion and integration. The abandonment, driven by a lack of leadership buy-in, led to a rapid and significant decline. For us, this highlights that leadership alignment is paramount for any strategic tool.

    

   Before implementing any major strategic initiative, ensure your leadership team is fully committed, understands the value, and is prepared to actively champion its adoption and continued use. Without this, even the best tools will struggle to deliver.

    

2. Sustained Adoption and Integration Drive Long-Term Benefits: New tools are only as effective as the people using them. The benefits observed with Bramble quickly eroded once it was no longer integrated into daily operations. Implementation is just the first step; true value comes from sustained adoption and integration.

    

   Develop robust change management plans that go beyond initial training. Foster a culture where data tools become indispensable parts of daily workflows. Provide ongoing support, refreshers, and demonstrate continuous value to encourage long-term use.

    

3. Embrace Data-Driven Decision Making: The initial positive trends with Bramble underscored the power of Data-Driven Management. Our platform provided actionable insights that allowed for informed decisions, leading to improved efficiency. Reverting to traditional, less granular reporting methods obscured critical performance issues until the financial impact became undeniable.

    

   Invest in comprehensive analytics platforms that provide real-time, actionable insights. Empower your managers and teams to interpret and act on this data. Make data the cornerstone of your operational strategy, not an optional add-on.

    

4. Understand the True Cost of Disruption: The total cost to the business of -$846K serves as a stark reminder of the financial consequences of operational disruption and strategic misalignment. The cost of abandoning effective tools far outweighed any perceived savings or comfort in traditional methods.

    

   Before making significant changes to established, beneficial systems, conduct a thorough cost-benefit analysis. Consider not just the direct costs but also the indirect impacts on productivity, employee morale, and overall business performance.

Moving Forward

Unfortunately, our experience with this customer is not ground-breaking or unique in the context of tranformation initiative derailment - this is all too common across most organizations, and by nature of what our platform does, we are not immune to this outcome being a possibility. By prioritizing leadership alignment, fostering data-driven management, and ensuring the sustained adoption of strategic analytics platforms, businesses can truly achieve sustainable success and avoid costly setbacks. The numbers speak for themselves: embracing innovation with strong leadership is the pathway to lasting impact.