The Challenge

A leading construction equipment lender wanted to assess if its current customer and vendor payment clearances headcount was adequate to tackle business volumes, as well as its capability to enhance operational efficiency. By establishing early warning signals for an upcoming workforce surplus or deficiency, the client hoped to enable more efficient workload management. 

Digital Intelligence Solution

EXL conducted a time and motion study lasting 10 business days, assessing the efficiency of various process queues and sub-queues. The results of this study were examined using advanced analytics to develop indicators of an upcoming excess or lack of resources. Additionally, methodologies were developed for flagging any queues with poor performance, allowing any issues affecting the process to be resolved.

Real Results

-    33% headcount efficiency increase
-    17% long-term cost savings
-    24% improvement in average handling time 
 

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