Company

Case Studies

Commercial Setting

A major Life and Pensions company, now part of a major banking group.  They are known as a major provider of highly successful Unit Trust investment products.  The client had concept and vision for an initiative to remove paper from all administrative business functions.

Key Issues Drivers

The principal aims were to reduce costs, improve service quality and consistency.  Additionally such a system is required provide ‘speed to market’ advantage for introducing new products.   The client had commenced a programme to implement a leading Imaging and Workflow system. Simultaneously a Point of Sale system for the parent bank’s branch network was being scoped out.  Due to on-going business re-organisation, these additional projects needed to be re-defined and aligned within an overall programme of change.

Our Intervention

The client believed that their own internal team were too in-experienced and in short supply and the initiatives were highly business critical and time constrained.  The risk of in-house non-delivery was deemed unacceptable. We were retained to:

• Validate the vision for this initiative.

• Re-plan and reorganise the programme.

• Initiate a major initiative to introduce an IVR service for an enlarged Call centre

• Change the deployment of Vantive.

 Outcomes

• We replaced two internal Programme Managers and took control of the programme on behalf of the sponsor.

• We implemented straight through processing (STP) utilising scanning techniques.

• We pioneered point of sale(POS) processing at a branch and direct sales force level.

• We ensured a seamless handover to the internal management team who adopted our practices

• The programme objectives were fully met in both the business and technical areas.