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An analysis of a 32-step Customer Establish process for a major telecoms wholesaler.

If the value of findings reports is sometimes measured by weight, then this one could win a prize. It’s 107 pages long. (still loading above, no doubt)

Identified information that was being requested multiple times, and targetted specific choke points in the critical path such as credit checks and a bank instruction that had to be signed and mailed, in an otherwise entirely paperless process.

A re-designed data schema, with consolidated forms, and lawyer-approved revised arrangements with the bank, enabled the company to streamline the process (elapsed time and human intervention) by 65%.