Below are just a few case studies from recent client projects:
Enterprise Transformation Strategy
We partnered closely with Prospera’s new CEO and Senior Leadership Team to develop a transformational four-year enterprise strategy for approval by the Board of Directors, within a tight four-month timeframe. The strategy included a new vision for the Credit Union and its 65,000 members; targeting strategies; guiding principles; a clear strategic framework; business goals and key performance indicators and strategies. Our services included: strategic analysis, strategy consulting; project management and strategic planning facilitation to develop multiple deliverables on time and within budget. Prospera’s “2020 Strategy” was fully approved, and noted for being both highly transformational and pivotal to enabling the Credit Union to drive sustainable profitable growth and differentiation with its personal and small business members.
National Small and Medium (SMB) Business Customer Experience Strategy
TELUS is the leading provider of telecommunications providers in Canada, with over $12 billion in annual revenue and 13.7 million customers. We have led the development of a national, enterprise-wide Small and Medium Business (SMB) Customer Experience Strategy for TELUS and its 1.5 million plus small business customers. This was fully approved by TELUS, and led to multi-million dollar investment in the company’s customer experience and channel capabilities, also leading over time to TELUS becoming the #1 Customer Experience leader in the telecommunications industry. Following this high-profile project, we were engaged by TELUS to develop a far-reaching national Social Enterprise Strategy, which is also being implemented as part of TELUS’ vision for social enterprise innovation and community leadership.
Financial Wellness Strategy, Value Proposition and Financial Health Index
We have led three phased enterprise-wide strategy projects for Conexus Credit Union and its 120,000 members and 900 staff across 41 branches. These Financial Wellness strategies and projects have enabled this leading Saskatchewan financial cooperative to truly revolutionize how it provides banking to supports the financial wellbeing of its members. Extensive project deliverables included a robust enterprise-wide financial wellness strategy combined with detailed action plans and strategic investment and implementation recommendations; a tested Value Proposition, and a proprietary Financial Health Index developed to help the Credit Union measure and track the financial health of its members, overall and as individuals.
Enterprise Transformation, Customer Experience & Channel Strategy
We have led three transformational Customer Engagement and Customer Experience strategy projects for the this large BC Crown Corporation, to help bring its enterprise “12:21” Strategic Plan to life for over 540,000 plan members. Strategy projects included an integrated Customer Engagement and Customer Experience Strategy; a Channel Strategy and tailored Customer Segment Strategies. These were combined with robust implementation plans to support execution. Our work was complemented by robust customer discovery analysis, member focus group research testing; innovation workshops and sessions with leaders, Employer clients and staff; best practice consultations with pensions providers around the world and transformational service delivery strategies and investment recommendations – all of which were implemented by the Client, to improve the customer experience and drive operational efficiencies.
"Underserved" Strategy & Financial Health Innovation
Vancity is Canada’s largest Credit Union and a leader in financial services innovation, with over 519,000 members, 2500 employees and $19.8 billion in assets. Their strategic focus is to support the financial health and resilience of their members and communities. We have led numerous strategic projects for this Client, including most recently, an “Underserved Strategy” to enable Vancity to support financially-stressed members and take the Money Mart industry head on. Based on the unique business needs of Vancity, and a deep understanding of their underserved clients and unique business model, we created a strategy and set of solutions based on This strategy was based on extensive market, customer and opportunity analysis. All strategic recommendations were fully approved, leading to the future development and launch of Vancity’s market-leading Fair & Fast Loan™ launched in 2015. This provides an affordable cost of borrowing; has more flexible eligibility criteria than conventional loans and can help members build their credit history. Vancity is one of the first Canadian financial institutions to offer this sustainable alternative to payday loans, and has won awards and recognition for its innovation and support for financial inclusion and support for those who need it most.
VANOC Business Development Strategy & Action Plans
Offsetters is Canada’s leading sustainability and carbon management solutions company based in Vancouver. Offsetters needed help with boosting its business development capabilities, specifically to maximize new business through its VANOC (Vancouver 2010 Olympics) partners. Working in close partnership, Seymour Consulting quickly helped to develop a Business Development strategy and prospecting model that prioritized all potential new customers and partners for Offsetters leaders. Strategies and tactics for business development were informed by gap analysis and B2B sales best practices from other industries. Offsetters’ marketing and sales presentations and tools were also enhanced based on our recommendations. Following implementation, Offsetters achieved double its revenue target through the VANOC partnership and converted more than 50% of all target prospects within a six-month period.
Following this project, Seymour Consulting provided additional consulting to develop a Customer Value Management Strategy and set of action plans for Offsetters, based on four customer segments. This was also signed off and fully implemented by the Customer Relationship & Marketing Team.
Value Proposition & Brand Development and Strategic Consulting
We have developed a 3-Year Strategic Marketing Plan for GFCU to drive growth and differentiate the organization’s offering and experience for its members. Strategic marketing plans have been complemented with a New Value Proposition for the Credit Union, developed based on member interviews and innovative stakeholder engagement. Seymour Consulting has also led the design, development and launch of a new brand for the Credit Union, successfully launched in 2016. Eloise Duncan and her team provide on-going marketing strategy, design and marketing implementation services for GFCU, with services including: Member Experience Strategy and MEX survey design and analysis; website and marketing material development, advertising and positioning advice; innovation workshops and on-going counsel and updates for the CEO, Board of Directors and Management Team.