Sales & other portal enquires

1. Background / Challenges:

Financial services:  Client initiative for realigned customer services operating model to deliver growth and cost-savings for an improved  integrated Bancassurance proposition

Challenges:

Inadequate use of sales portal resulting in high call volumes

Lack of integration clarify with back-end business data

Corrupt User profiles:  restricted search, logging users off the system, and making certain essential functions inactive  for key users

2. Approach:

Desired solution was to support target operating model objectives for customer service.  The solution had to:

Improve: quality of data, and access on the web portal

Deliver findings to support business case for process efficiencies, reduction in calls and improve pre-set customer satisfaction scores within a set date

The Solution comprised of an analysis phase where all customer touch points were analyzed; call analysis,  portal user feedback and defect reports,  On the other side, the legacy profiles of each of the front end abilities at call center and portal were investigated to recognize interfaces, legacy systems that were being de-commissioned, replaced or integrated.

A business case dashboard provided the business case qualifiers, efficiencies and risks associated with each requirement the project could fulfill. This was updated and referenced through out the project phase

Improvements to web analytics and M.I reporting provided controls to support portal users and portal activity

Improved documentation relating to screen inventory, case management (onsite and offshore) brought in additional governance; It also provided all the necessary information to a managed services entity to deliver the required changes 

3. Deployment and Results:

Call reduction:  upto 50% following   improvements to the sales portal and the user interface

Improved satisfaction scores: on portal usage following implementation