Case Studies
Our experience spans a broad range of industries, including financial services, health care, insurance, media, retail, and utilities. Following is a list of case studies where you can read about Ridge solutions to a variety of our clients' business needs.
LEAD SUCCESSFULLY:
Top-50 insurer strengthens service-profit chain.
The service-profit chain results in high profits by tapping into the lifetime value of a customer. The equation is: employee commitment leads to employee productivity, which leads to value experienced by the customer, which results in customer loyalty, which equals profitability.
LEAD SUCCESSFULLY:
International bank increases operational performance through improved communication.
Communication within this client organization had become so restricted by bureaucracy that branch managers weren't even aware of promotions until customers informed them. Employee morale and customer retention had become significant issues. Ridge helped the client improve execution of its business strategy through free-flowing communication.
MANAGE CHANGE:
Fortune 500 manufacturer enhances reputation as "employer of choice."
This client engaged Ridge as part of a massive, multi-year effort to build management practices needed to regain industry dominance.
MAXIMIZE SALES:
Leading retail bank increases sales across product lines by 39 percent.
A leading diversified financial service company wanted to provide a sales management solution for its retail banking division.
MAXIMIZE SALES:
Nationally recognized retail financial services firm upgrades its image to reach new customers.
As part of its growth strategy, this client sought improvements to its image, including moving offices from "low-rent" areas to high-visibility, high-traffic retail locations. The client also wanted to increase the professionalism and skills of its sales staff.
INCREASE CUSTOMER LOYALTY:
Large life insurer improves service quality and employee quality of work life.
The company's phone-based customer service representatives (CSRs) handled customer claims that were often adversarial, resulting in high stress for both the customer and employee, harming customer loyalty. The company wanted to improve the communication skills of CSR's to reduce stress and increase customer satisfaction.
INCREASE CUSTOMER LOYALTY:
Private bank of a well-respected financial services firm enhances its service skills.
This client needed to upgrade the skills of their customer service officers (CSOs) to professionally manage a wide variety of service needs.
BUILD STRONG TEAMS:
Fortune 500 financial services firm improves quality efforts enterprise-wide.
This company had initiated a Six Sigma Service Quality initiative to improve integration and efficiency while becoming more customer-centered. After a few months of initial excitement, the initiative stalled: the quality improvement teams that were the center of process redesign efforts were reluctant to share information and the power that comes with it.
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