Challenge

A global fleet management organization faced challenges regarding its Initial Title & Registration (ITR) function, becoming a top source of client dissatisfaction due to lengthy cycle times, high rework rates, and limited visibility. CRG was engaged to launch a cross-functional transformation program that would resolve ITR issues.

Approach

To address the client’s objectives, CRG devised a three-phased transformative approach:

Reveal Phase 1 (Discovery)

• Conducted 40+ interviews across the Title & Registration (T&R) team and cross-functional groups
• Mapped the end-to-end T&R process and created activity heatmaps to identify workload distribution and bottlenecks
• Assessed system use, work management tools, and documented pain points (e.g., lack of visibility, fragmented ownership, inconsistent role clarity)

Reveal Phase 2 (Analysis)

• Analyzed volume, throughput, and SLA metrics across various U.S. states
• Diagnosed core breakdowns in data reliability (45% of data points were dependable) and process inefficiencies (20+ handoffs, 60 minutes of value-add time)
• Identified high-effort, low-automation areas suitable for immediate improvement

Impact Phase:

• Executed nine targeted initiatives focused on data visibility, task standardization, and resource optimization
• Designed tools beyond ITR including a client-facing dashboard, performance scorecards, capacity planning models, and communication templates
• Rolled out long-term improvements including a new team structure, self-led training modules, real-time dashboards, and revised governance for accountability

Outcome

CRG’s engagement delivered five core achievements for the client:

• Operating Model: Introduced a scalable model with clear ownership and simplified the ITR process end-to-end with a client-centric performance standard
• Cycle Time Reduction: ITR average reduced from 60 to 35 days
• Productivity Gain: +50% in transactions per FTE at critical process bottlenecks
• Cost Efficiency: Unit cost decrease from ~59% to ~41%, achieving $6.0M in total savings over 5 years. 1.5-year payback period with 300% ROI
• Strategic Foundation: Identified limitations of legacy system and proposed long-term migration to a digital first platform aligned with enterprise technology strategy