Earlier career
An engineering company that cut cost and attrition together
Cost fell 20%, efficiency rose 25%, and attrition fell from 32% to 7.3%.
Led by Amir Nair before he founded Amanstra. This was not an Amanstra engagement.
In numbers
Attrition
Before32%
After7.3%
−20%cost
+25%efficiency
4.5/5customer satisfaction
The situation
An engineering company's document check and correspondence process had scaled very fast, to 167 people. It wanted to cut cost by 20%. Attrition was high, and there was no clear plan to engage and keep people.
What we did
- Built a demand and capacity model, and balanced workload.
- Tracked quality of service and of experience.
- Set clear, measurable performance management.
- Removed activity that added no value, and automated routine first-level tasks.
- Re-aligned work between teams to cut handoffs.
- Replaced manual reports with automated ones.
The result
- Cost fell 20% and efficiency rose 25%.
- Attrition fell from 32% to 7.3%.
- Customer satisfaction reached 4.5 out of 5, and turnaround time fell.
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