The Challenge

Due to Royal Freemasons’ rapid growth, the customer onboarding team was at capacity. It was crucial to find innovative ways to scale the business without hiring more staff while creating more opportunity for staff to connect with customers in this sensitive industry.

The Process

Innovior carried out a Lean Six Sigma review of all customer journeys and suggested a combination of Process Excellence and Intelligent Automation services to create an Improvement Program aimed at digitising the customer onboarding journey.

The Benefits

Customer onboarding process reduced from 3 hours to 1hr 5mins


Delivered an online-based onboarding solution

Free up staff for value-adding activities


Roll out automation across rest of business functions

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