For any company the success of its projects is what speaks of its’ quality and service delivery. And so is with CogniSoft. Our associates and employees have been giving path-breaking solutions in the field of Business Transformation and Business Intelligence deployment services.
Case Study 1:[spoiler title=”True Customer View – UK’s number one Bank for its Retail Business Banking.“]
A retail business bank, with millions of customers across but had no system to give their customers a portfolio upgrade, or offer loans understanding their worth, or to give a great experience that the competitors were already rolling their sleeves with.
With the threat from the market and the share prices showing the mood of customers, they realize the need of innovation and with that bring in technology solution to rescue them. They decided to go with a Master Data Management solution.
The advantages were many:
a) Adoption by all business as this was core data improvement
b) Ease of better offering to the customers
c) Ease of some new products that are data centric to be designed
d) Better Data and Record Management for the complete bank
e) Ease of use by various channels for the different services offerings, and increased no of service offerings
f) Better KYC (Security) for customers to be able to offer premium services etc.
g) Access to important information across all product and service portfolios
With the recommendations from our consultants and suggestions bank chose to use IBM’s Master Data Management solution and Message Broker middleware services. Oracle was chosen for database services and Java scripts for web services call.
The project was conceived and well supported by the stakeholders and hence the challenge was; to build a solution that is both scalable and supports the organizations already existing systems.
The bank built the world’s first ever phone to phone funds transfer facility in UK. And more than 26 different business cases and usage were identified and funded for business service implementation to get their customers realize that the bank had now scaled up to their expectation.[/spoiler]
Case Study 2:[spoiler title=”Business Transformation – Service Delivery for world’s number one Insurance Firm – US.“]
The company had already its existence in 16 countries and never wanted to change their way around the service delivery until the data told them otherwise.
The company realized that their service delivery was deteriorating and they understood the fact that just with a great sales team no one can excel until it is coupled with a great service delivery and after sales support as well. This is when the firm intended to hire experts who could help them comprehend what they needed and not what they wanted. They never wanted a change, but the time is the biggest change factor and hence the service delivery expectations of their customers. And there was another catch where in the company had just acquired one of the competition which had increased their span to more than 80 countries. So the challenge was not only to give the company a great service delivery model but also to balance two company cultures.
The advantages were many:
a) Great Service Delivery Model
b) Scalable Sales and Service center
c) Center of Expertise set up for the excellence in critical services
d) Creating an Office of Strategy Management
e) Creating a new Enterprise Operating Model
f) Establishing new capabilities for the company
With the recommendations from our consultants and suggestions the company agreed and created a full scale Office of Strategy Management with evolved Balanced Scorecard for performance tracking and benchmarking processes. We created an Enterprise Architecture Inventory Review Board for supporting new capabilities and services. And split the complete service delivery into Shared Services and Center of Expertise.
Re structured the complete sales and customer care service delivery to Sales and Service Delivery. Reduced cycle time for a call and customer query to less than 6 mins across the geographies. Re aligned people based on Shared Services and CoE. Created a fully operational Office of Strategy Management in their offshore delivery office for better execution of strategy. Discovered new capabilities and built them as per the enterprise architecture methodology to stitch the objectives together. Created an all new Enterprise Operating Model which is well in practice and documented to take the offshore delivery center to be granted as CMMI level V company.[/spoiler]