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Case Study
Directors of a new retail banking provider were in danger of missing launch date for new operation.
Critical Business Issue
Starting a new business in retain finance our client had chosen a Contact Centre operation as a main line service delivery strategy, and
had inadequate in-house expertise to deliver it. Endeavors using the in-house skill set had led to delays and failures to meet project time scales and deliverables, and
the venture was poised to fail significantly. Shareholders and the City would lose confidence.
Reason
- Internal management issues as well as a lack of salient experience in this type of operation.
- Poor supply chain management.
- Failure to map business processes to selected product choices.
Vision
The client was looking for a telephone based operation to manage all the day to day customer interface activity and feed back to the Institution the business requirements
to maximise market penetration.
Provided
We were able to define the automation mechanisms needed to reflect the business processes and manage the procurement and implementation of the system and the internal
project team.
Result
- Project delivery was on time, costs were reduced and the bank was able to launch on time.
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