Cutting across organisational silos to improve leads management

Many large companies are organised in functional silos where expertise and accountability is concentrated in specific areas. This approach however can be problematic for service journeys that require different departments to work together, often with conflicting aims. To tackle this, HSBC decided to take an end-to-end view of how sales leads are created, distributed and actioned across the business in order to identify opportunities to improve outcomes for the business and its customers.