Case Study: Cuscal uplifts process improvement productivity with Expert360

Cuscal lifts process improvement ratings from low 3s and 4s to 8s with Expert360

Expert360 collaborated with Cuscal, a client in the financial services industry, which was struggling with its process improvement service. The service was overwhelmed by constant context switching and conflicting demands, with a small team of three people managing 33 simultaneous actions. This reactive approach, combined with external dependencies, made it difficult to forecast work completion and led to a daily feeling of being overwhelmed.

The solution from Expert360 involved providing support across three key areas: Service Manager Support, Practice Support, and Future State Planning. This guidance helped Cuscal learn to manage, communicate, and track their work using data and metrics. As a result, Cuscal saw a material uplift, with self-assessed ratings improving from pre-engagement scores in the low 3's and 4's to post-engagement scores in the 8's on a 10-point scale. Expert360 helped them establish a validated service catalogue, focus on high-value work, and use delivery metrics to plan and execute effectively for the first time.

Cuscal