CASE STUDY | MAJOR UK PAYMENT & RETAIL SERVICES PROVIDER£2.7m annual cost efficiency and 76 FTEs freed for redeployment.
Risk
Legacy infrastructure dating back to the 90s had been patched rather than modernised. The business had the customers, reach and brand, but no operational platform to grow without increasing headcount at the same rate.
Decision
Nile identified the root causes, and helped the client stop patching and start rethinking. We redesigned their operating model around three high-impact areas: onboarding, customer support and billing.
Outcome
£2.7m
annual cost efficiency identified
76
FTEs freed up for redeployment
A further £9m in new growth opportunity will be unlocked annually, based on the client's own forecasts.
The way you’re doing this is amazing. It’s really good. So thank you so much for the work you’re doing. I’m really motivated to see it.”
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Head of Customer Support