Case Study: Global Manufacturer achieves faster, lower-cost customer service with TTEC

Global Manufacturer - Customer Case Study

Global Manufacturer worked with TTEC to address rising operating costs and slow, complex commercial loan processing. The customer needed to improve customer responsiveness and create a more efficient, continuous-improvement culture across its operations.

TTEC led a week-long VOC-driven workshop, then supported rapid improvement projects, a pilot, and full process rollout to redesign the lending workflow and eliminate waste. The results were substantial: process steps were cut from 140+ to 70, decision points from 20 to 14, hand-offs were sharply reduced, operating expenses dropped from $10 million to $8 million, and loan processing time improved from 4–8 hours to 20–60 minutes.