Raet | HR Software and Services

01Context

Raet showed good margins, yet underserviced its clients as shown by an important number of client complaints.
After being purchased by a major private equity fund, Raet embarked upon the implementation of a new Value Creation Plan yet faced a challenge to get it executed.
We launched and managed a company-wide Lean transformation focused on putting the customer back at the center of their activities whilst delivering significant cost savings.

02Approach

Nova Reperta guided the Lean transformation from start to finish: we conducted a diagnostic and translated it into an implementation plan that we executed together with our client. In the lead at first, and taking a coaching role once the organization was able to carry it forward themselves.
The entire company was transformed, department after department: HR Outsourcing Services, Payroll services, Administration, Customer Service & Sales, Product Development.
We also supported the setup of a customer satisfaction driven framework to support sustainable continuous improvement.

03Results

✓ Redesigned customer service management (SLA definition and follow-up).
✓ Improved connection with customer (tooling, service offering)
✓ 17% cost reduction in back-office and servicing

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