TMF boosts margins by GBP £32m with Enate platform

TMF Group has reported a £32 million margin improvement across its service delivery operation after rolling out Enate's orchestration platform across its global network.

The business services provider operates in 95 countries, offering accounting, corporate secretarial and HR administration services, as well as capital services and fund administration. It has run an operational transformation programme for more than eight years, introducing changes in stages across service lines.

Felipe Araya, TMF's Global Head of Operations, has led the programme and described the role the platform now plays in day-to-day delivery.

"Enate is the beating operational heart of TMF. It drives the process of delivering our services from the beginning to the end, engaging different colleagues in different locations at the right time," said  Araya.

Mailbox sprawl

Before adopting the platform, TMF handled large volumes of end-customer requests through a mix of personal and shared mailboxes. That made it harder to track work as it moved between teams and countries and reduced management visibility across the operation.

TMF said the model also led to uneven service delivery across jurisdictions. The company set out to improve consistency across locations and increase oversight of work in progress.

TMF selected process orchestration to consolidate and manage work processes in a single environment, linking the project to a wider push to apply automation and artificial intelligence in day-to-day operations.

Single platform

Enate now serves as a central system for coordinating work, with around 6,000 users. TMF described it as an end-to-end environment that consolidates service requests and provides visibility across activities.

Enate sits alongside TMF's existing technology stack and is integrated with TMF's customer platform, TMF KRAIOS. The implementation also connects with robotic process automation software, including UiPath bots used for repetitive tasks.

Araya said the resulting organisation-wide view has affected both service delivery and cost outcomes.

"We can see exactly what is happening across our entire organisation at any time. This level of visibility enables us to deliver a consistent service that keeps clients happier, wins more business and reduces costs," said Araya.

Automation ambitions

TMF said it aims to manage a hybrid workforce more efficiently through automation. It has used RPA bots for routine activities while shifting employees towards more complex work. The programme also sought a more immediate read of customer sentiment than traditional survey-based measures.

TMF has added AI-driven sentiment analysis alongside Net Promoter Score tracking. The company said the sentiment analysis assesses the tone of clients' emails in real time to identify sentiment and intent.

TMF said it is achieving 96% accuracy with Enate's sentiment analysis compared with a person manually assessing sentiment. It also said survey-based NPS results can become outdated quickly because they reflect a single point in time rather than ongoing interactions.

Operational results

TMF reported a 33% improvement in client satisfaction following the changes, alongside a 22% reduction in process cycle times. It also cited a 22% increase in operational efficiencies.

TMF attributed the margin uplift directly to the delivery changes, but did not break down how the £32 million improvement was calculated or how much came from new revenue versus cost reduction.

Enate Founder and CTO Kit Cox said the partnership had produced measurable operational outcomes across service lines.

"The business impact of the TMF x Enate partnership has been fantastic, and the insights that orchestration has generated have enabled TMF to drive continuous improvement across their service lines. The result is happier teams and customers, and healthier margins," said Cox.

TMF said it will continue expanding its transformation programme across service lines as it standardises delivery processes across jurisdictions and increases the use of automation and sentiment analysis in its global operations.