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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: Financial Services

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Bank of Ireland Mortgages


Growing the business, not the overhead

How did one of the main UK mortgage providers increase its business by 50% with no additional resources?

Stewart Wright, Managing Director of Bank of Ireland Mortgages (BIM), had big plans for the UK mortgage division of the Bank of Ireland group. The company, which serves the UK mortgage broker community, needed to provide 'best-in-class' service levels to its brokers, in order to provide them with a competitive advantage.

Wright needed a pragmatic partner to deliver long-term sustainable improvements; he chose VISION.

New approach

VISION carried out extensive interviews with employees and brokers to:

  • determine the opportunities for improving business performance and processes
  • establish where the barriers to growth existed within the organisation

New processes and procedures were designed, piloted and implemented. Existing IT systems were enhanced to realign the technology to the new processes and therefore maximise efficiency. For example, data input and mortgage assessment processes were redesigned to enable potential borrowers to obtain an underwritten decision, in principle, within three hours.

Confidence and responsibility

VISION knew BIM needed to improve the skills and capacity of its people to speed up the development of new offers to prospective customers and build new channels.

To improve the capacity and skill sets of the employees, especially in the critical area of underwriting, formal 'coaching' practices were developed and introduced. Their purpose was twofold - to build skills and competencies and manage the morale and confidence of staff that worked with the new system and processes.

Employees now feel confident to take on increasing levels of responsibility and work together to drive business process improvements across the company.



Emotional commitment

Wright comments: 'With style and energy, the whole VISION team fitted into the company. I believe that it has added measurably to the success of the project that everyone from VISION has shown real emotional commitment to BIM's business success and not just this project.'

This enabled the organisation to sustain changes in the company and to encourage the sharing of best operational practices.

More effective processes and the greater alignment of technology improved service levels dramatically, satisfied customer demands and improved conversion rates of business; for example, the Approved In Principle conversion rates improved from 25% to 50%.

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Rated and recommended

VISION'S work with BIM helped ensure that it retained a five star rating for service in the UK Financial Adviser awards in November 2000. The IFAA/Financial Adviser survey 2000 ranked BIM fourth in the UK lending market for quality of service.

Client satisfaction

"With VISION, we achieved clearly measureable improvements in the motivation and capacity of people across the business."
Stewart Wright, Managing Director BIM Mortgages


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Global Investment Bank
Intelligent Finance
Lloyds TSB Scotland
Pensions Unplugged


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