£18m in profit through service, not sales focus.

Shifting the culture from sales management to customer service filled the £18m hole in profit and built a more sustainable business for a leading commercial bank.


A major UK commercial bank had established a ‘sales management’ culture that was now constraining its potential to change and grow. Boxwood helped the business to refocus every element of the operating model to meet the needs of its customers and employees. Key to shifting the culture was the approach of using employees from every part of the business to design the new ways of working. By delivering £18m in profit, our programme helped the client avoid £182m in IT investment and removed the drivers and risks of mis-selling and unfair behaviours to customers.

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“Boxwood uncovered the real ‘truth about today’ which helped us reset what we did and said, allowing employees to start trusting the leadership again.”Chief Executive Office