Capita Customer Management looks to the future

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Capita Customer Management 21st June 2018 5 minute read

Capita Customer Management looks to the future

Last week saw the publication of our latest edition of Intelligence. Titled ‘Partnering for Success’, it includes an interview with Mike Barnard, Executive Officer for Capita Customer Management, in which he explains why Capita’s recent strategy refresh is positive news for our clients.

In a recent statement by the Capita board, it was announced that Capita Customer Management will play a key role in the organisation’s new growth strategy. As Executive Officer Mike Barnard points out, it’s not hard to see why. “In Capita Customer Management, I think we have a really good platform to grow our clients’ businesses as well as our own,” he states. “We’re the number one player in the UK, and I think we have great credibility with our clients in terms of managing customer interactions on their behalf.”

Clients will be have made aware of the recent restructuring announcements made by the board, and Mike stresses that this is an exciting time to be partnered with Capita. “Capita is a brilliant British business that has grown extraordinarily in the last 25 years – from just 30 people to 70000. Pausing to take stock after 25 years of growth is the right thing for us, and will help us build a stronger, simpler organisation which better meets the needs of our clients.”

Capita’s immediate priority is to refocus and invest in the core growth platforms of the business – one of which being Customer Management.

In order to identify core areas of growth, the board identified markets where Capita already had a strong position, but also further potential to grow as well as a capability differentiated from our competitors. One such market was customer management.

“We do believe that if you look at our competitors, they only do customer management. But we are a customer management player within a broader business process outsourcer. That means we have a far richer set of products and solutions that we can insert into our customer management engagements,” says Mike.

An example of this would be Capita’s specialist complaints management business, which will be crucial to Customer Management’s new partnership with the Financial Services Compensation Scheme. Or perhaps our Orange Bus digital capability and Eclipse case management software, which help to power some of the technology solutions delivered to Customer Management clients.

This breadth and depth of our capability is simply out of reach for many of our competitors. This gives Mike more than enough reason to be optimistic about the future.

“We’ve now completed our Rights Issue and the investment is arriving. It will further safeguard our ability to build and develop solutions that reflect the challenges our clients face today,” he explains. “That has to be great news from a client perspective”.

To read the full interview with Mike Barnard, and more about the importance of successful business partnerships, check out our June 2018 edition of Intelligence on our Intelligence hub page here.

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