Case Studies
See examples of the challenges
our clients face, our approach
& the impact we created
Business Change Review, Target Operating Model
& Strategic Advisory
The Challenge
Our client was delivering a large-scale technology transformation impacting operations, customer experience, and ways of working. They required support to assess progress, strengthen delivery, and shape their future operating model to ensure long-term success.
Our Approach
We provided ongoing strategic and delivery support,
working closely with the senior leadership team.
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Delivered a Business Change Review to assess progress
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Partnered with COO and Directors to shape the Target Operating Model (TOM) and place-based approach
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Facilitated workshops / meetings to define future direction
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Developed strategic packs and recommendations
to support decision-making and delivery
The Impact
We provided clarity, structure, and strategic direction across both programme delivery and future operating model.
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30+ targeted recommendations delivered
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Strengthened alignment across senior leadership
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Clear direction for TOM and place-based working
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Improved confidence in delivery and long-term transformation
30+ Recommendations | 400+ Insights | Senior Leadership Alignment
Complaint Support & Service Recovery
The Challenge
Our client was experiencing a surge in complaint volumes, impacting service performance, customer experience, and regulatory compliance. They required stabilisation and stronger operational oversight to clear backlogs, improve consistency, and restore confidence in the complaints team.
Our Approach
We delivered a structured, data-led complaints transformation to stabilise performance and drive sustainable improvement.
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16-week complaints support engagement
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4 key transformation themes delivered
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36 targeted improvement actions delivered
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Cross-organisational approach spanning Housing, Assets, and Repairs
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Targeted coaching and capability uplift across the team
The Impact
We improved complaints performance, quality, and organisational accountability through a focused, insight-led approach.
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40–60% uplift in productivity achieved
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Risk model developed to prioritise complaints
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Identified highest complaint volumes and insights
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28 targeted coaching interventions delivered
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99% complaint compliance achieved
40–60% productivity uplift | 99% compliance | 36 actions delivered
Customer Journey, Programme Planning & Service Model Design
The Challenge
Our client wanted to improve customer experience, strengthen delivery of their Customer Programme and shape their future service model. They required support to understand customer journeys, clarify programme accountabilities, and develop a more effective target operating model (TOM).
Our Approach
We provided support across customer insight, programme planning, and TOM design.
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Customer journey mapping for repairs, identifying pain points and improvement opportunities
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Review of programme governance, reporting, stakeholder engagement and change management
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Review of data & insights to inform future service model
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Workshops to define future service model and standards
The Impact
We provided a clear, structured view of customer experience, programme delivery, and future service model requirements.
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15 targeted recommendations delivered
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28+ customer pain points identified
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48+ improvement ideas generated
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Improved clarity on governance, roles & responsibilities
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Stronger foundations for future service model
15 recommendations | 48+ improvements | 28+ customer pain points
Sustainability Strategy & Delivery of Commitments
The Challenge
Our client wanted to strengthen its sustainability ambition
by defining a clear ESG strategy and delivering a structured programme of commitments across the organisation.
They needed a practical approach to embed sustainability into operations, track progress, and demonstrate measurable impact.
Our Approach
We developed a practical strategy and delivery framework
to embed sustainability into operations.
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3-year Sustainability Strategy defined and launched
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Carbon reporting established
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33 sustainability commitments defined and delivered
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Governance & employee engagement initiatives introduced
The Impact
We enabled our client to embed sustainability across the organisation, with clear accountability and measurable progress.
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33 commitments delivered across the organisation
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Carbon baseline and reduction targets established
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Improved employee and community initiatives
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Corporate volunteering and community partnerships
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Renewable energy and fleet transition to hybrid/electric
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Finalist at the Social Impact Awards
33 Commitments | Carbon baseline | ESG Embedded
Sustainability Assessment & Operating Model Design
The Challenge
Our client required an independent assessment of its sustainability initiatives to understand current maturity, align activity to the UN Sustainable Development Goals (SDGs) & define a clear path towards a more integrated, data-driven approach. They needed greater consistency in reporting, stronger alignment across initiatives & a clearer operating model to support delivery.
Our Approach
We delivered a structured sustainability assessment and design process, combining data analysis, benchmarking, and strategic insight.
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Reviewed 47 key sources & provided 8 recommendations
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Benchmarked & sustainability best practices
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Mapped existing initiatives to UN SDGs
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Assessed capability, data & reporting maturity
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Defined a future operating model and recommendations to strengthen delivery
The Impact
We provided a clear, evidence-based view of sustainability maturity and a practical roadmap for improvement.
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Identified strong alignment across key SDGs
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Defined opportunities to improve reporting, data integration, and impact tracking
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Established a clear pathway towards a more unified, data-driven sustainability approach
47 sources reviewed | 8 Recommendations | SDG alignment | Future roadmap established
Data Services Operating Model & Organisational Design
The Challenge
Our client required support to evolve its Data Services function to better support digital transformation, fundraising, and decision-making. The team needed a clearer structure, stronger leadership capability, and an operating model aligned to future demand, with improved cross-team collaboration and data-driven insight.
Our Approach
We delivered a structured discovery and design process to assess capability and define a future-fit operating model.
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Defined future vision and design principles
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1:1 interviews with team leads and key stakeholders
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High-level capability and maturity assessment
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Identification of capability gaps & future requirements
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Design of a hybrid operating model
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Recommendations on structure, roles & capacity
The Impact
We provided a clear, practical roadmap to strengthen the Data Services function and position it as a strategic enabler.
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Defined a Business Intelligence operating model
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Recommendations to strengthen capability
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Identified pathways to transition from operational delivery to strategic insight
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Established foundations for improved data governance, innovation, and performance
Operating model defined | Leadership strengthened | Future capability aligned
Customer Experience Assessment & Improvement Programme
The Challenge
Our client required an independent assessment of its customer experience to identify improvement opportunities, benchmark performance against competitors, and strengthen service consistency across multiple teams. Key challenges included inconsistent call handling, gaps in customer communication, and a need to improve responsiveness and conversion.
Our Approach
We delivered a structured customer experience assessment combining call listening, mystery shopping, and competitor benchmarking.
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Assessed customer interactions across 15 internal teams
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Conducted mystery shopping including key competitors
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Evaluated performance using defined assessment criteria
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Identified key trends, strengths and improvement areas
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Developed prioritised actions to drive immediate and longer-term improvements
The Impact
We provided a clear, evidence-based view of performance and a practical roadmap for improvement.
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Identified 16 targeted action priorities
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Defined immediate actions & short-term improvements
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Highlighted gaps in call handling, comms & follow-up
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Provided competitor insight to inform improvements
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Established path to improve experience & efficiency
30+ calls analysed | 40 mystery shops | 16 actions defined
07885 502250
Supa-C Solutions Limited
Avon View Office
90 High Street
Bidford-On-Avon
Alcester
England
B50 4AF
Company Number: 15893403