Why manage and optimize flows in service companies?

Customer request processing in many service sectors—banking, insurance, and many others—while following a common flow, is not entirely repetitive; therefore, uncertainty and variability exist.

The delivery of these services is often likened to project execution. Following this analogy, service companies must manage portfolios of projects.

In this type of environment, the Critical Chain approach is well-suited, especially when there are capacity constraints within teams.

This presentation outlines four key success factors for reducing case processing times, increasing the organization's capacity to handle more cases with the same staffing levels while reducing team stress, and improving customer satisfaction.

Four examples illustrate these points:

• An insurance company specializing in high-value assets (factories, warehouses, restaurants, etc.).
• An ERP vendor that used CCPM to deploy its software much faster.
• A sales tax services company looking to better manage its new customer onboarding process.
• A banking services company implementing its software in complex banking environments.