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Case Studies

Case Studies

What we have achieved with our clients.

The best way to tell the story of VISION is to describe what we've achieved with our clients and how.

Along our journey we have been fortunate to work with companies such as IBM, Cemex, General Motors, Lloyds TSB, Citi, Scottish & Southern Energy (SSE), RSA, Telefonica, Warner Music and many others.

We pride ourselves on delivering major operational and financial benefits - fast. Here is a summary of some of our results.

We have assisted:

  • One of the UK's fastest growing utility companies to grow its customer base from 2.5m to 5m customers.
  • A major financial institution arrest a 9-year run of falling revenues to 30% growth in 12 months. 
  • One of the largest UK banks develop a mortgage service line that moved from under a 1% market share to a 10% share in 18 months. 
  • A major international mobile telecommunications company to realign its management and culture to meet  the challenges of rapid revenue growth and geographical expansion.
  • A leading North American cement manufacturer to transform into a global industry leader.  
  • One of the world's leading ATM manufacturing and servicing companies to  raise their Net Promoter Score from 6% to 66%.
  • A leading German engineering company to earn the highest profit margins in their industry.

At VISION we like to tell our stories so please contact us, and we will share with you how we have worked alongside our clients to achieve such transformational results.


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VISION: Case Studies: Customer Service

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Esat BT
West Lothian Council
Scottish Life - Diagnosis & Design


Case Study I - Scottish Life - Diagnosis & Design

Commitment-based ManagementTM (CbM) is an approach to Enterprise Management predicated on the idea that every enterprise exists for the purpose of making and fulfilling compelling promises to its customers.  An enterprise managed  by CbM lives and breathes making and managing commitments, and the enterprise is CbM-architected- that is, every commitment, person, process, piece of Management Information and tool practices and / or supports the commitments the enterprise makes to its customers.  It provides the enterprise with enormous customer responsiveness, and agility, at minimum cost. 

This case study offers a day-by-day account of a Diagnosis and Design project with Scottish Life. 

In 2007, Scottish Life was seen by the Insurance Brokers as providing the worst Customer Service in the industry.

To address this; Colin Mitchellintroduced a new Service Promise to the Brokers, and drove alignment to that, and all subsequent promises made to the Brokers.  Colin drove Commitment ManagementTM into every aspect of the business.  Colin called it "listening to the Customer". Scottish Life recently appeared in the national press:

"Scottish Life, the pensions specialist arm of the Royal London Group, has received two prestigious awards at the annual Financial Adviser Service Awards ceremony.  The awards for "5 Star Service" and "Most Improved Life and Pensions Company" were presented at a dinner held at theNationalHistoryMuseuminLondonlast night.

These awards follow on from other significant successes. Scottish Life was recently presented with three other major awards: the Bankhall Pension Provider of the Year award; the Scottish Financial Enterprise Innovators Award; and the Best Group Pension Provider award from Investment Life and Pensions Moneyfacts.  Earlier in the year Scottish Life received another 5 star award from FT Adviser, this time for Online Service; and also received Triple 'e' excellence ratings in the Group Personal Pensions and Group CIMP categories from the Financial Technology Research Centre." (The Scotsman).

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Blackrock Clinic
Bewleys Customer Service


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