Payment Processing

Objective

Operating in a complex regulatory framework, this client wanted to improve the relationship with a key regulatory stakeholder. The issue had started to adversely affect performance and potential future business, and was causing tension between both parties.

Approach

Perago helped the client to scope out a relationship building workshop, which would enable both parties to identify the issues as they saw them, the effects these issues had on individuals, the root causes, and potential for action. The workshop was carried out using collaborative technology to enable open, anonymous communication to take place. This allowed participants to fully express their issues, then constructively analyse them.

Results

The outputs from this very successful workshop were both tangible, in the form of a jointly agreed action plan, and intangible, in the form of much better relationships between key people. A few months on, and the action plan is delivering real changes in the way the organisations interact, and both parties report a welcome improvement in day to day working. This has in turn enabled more strategic issues to be approached with more confidence.

Benefits

Both groups were able to feel that their views had been expressed, considered and addressed through the workshop. With the majority of actions in the plan completed, there has been a major improvement in the relationship, recognised by both parties, that they intend to build on with further joint workshops.