A Service Transformation Programme in Financial Services
A leading financial services provider was facing operational challenges. Outdated IT had led to high volumes of manual processes, inaccurate data and MI, and a lack of self-serve solutions for customers. And employees were working at full capacity! Our client needed stable and scalable systems and processes to drive business growth and customer excellence.
Service
Sector
Lancia Consult quickly established a Programme Management Office (PMO) to shape and mobilise this multi-year strategic programme.
The Challenge
A transformation programme was needed to address increasing pressures to reduce cost and to meet the growing demand from customers for more intuitive, self-service features.
Our client required a programme team with real expertise in shaping and running complex, large-scale transformations.
The Solution
Lancia Consult led shaping and mobilisation of the transformation programme, focusing on high-impact changes.
Key initiatives included:
- New Target Operating Model: to enable greater operational efficiency
- CRM Implementation: to streamline customer interactions
- Customer Metadata Hub: leveraging data and technology
- Cloud telephony: for integrated, scalable communication
- Updated customer onboarding processes: to improve customer experience and self-serve adoption
- Robotic Process Automation (RPA): to digitise & scale repeatable tasks
Lancia Consult quickly established a Programme Management Office (PMO) of transformational delivery experts, including Programme Managers, Architects, Business and Data Analysts.
This programme has gone on to embed change across business functions and entities for this financial services client.
The Impact
Lancia Consult brought relevant technical expertise and experience in financial services to this critical phase of change, allowing us to deliver:
- Foundational CRM capabilities that enabled all business functions to migrate to the new platform
- A cloud telephony solution to integrate client-facing communication with the new CRM platform
- Process and data integration of CRM and core wealth platforms to create a seamless experience for Clients and Employees
- A new operating model for Complaints, integrating CRM improvements with regulatory changes and improvements
- A Client Data Hub, supported by a client data model and data integration and management tooling, including Snowflake
- New data retention & cleansing policies to enable the Client Data Hub and support technology roadmap improvements and decommissioning of legacy IT
- Automated self-service solutions for popular client requests, supported by RPA, driving significant reduction in call volumes and improved customer satisfaction scores
Lancia Consult worked at pace, in close collaboration with client and supplier teams, to establish a practical, impactful transformation programme that delivered the value and outcomes needed.
Lancia Consult became a trusted partner and the driving force behind the most extensive transformation in this business.
