To enable the divestment and separation of the Insurance Group of companies from the Banking Group the end-user, voice and hosting services and solutions had to be delivered independently of the bank. The voice transformation programme was mobilised to implement a global, regulatory-compliant Software as a Service customer contact centre, back office voice solution and service desk for 11,000 staff in separate subsidiary companies, reducing costs and operational risk and improving the customer journey.
Our Approach
Through the facilitation of a series of workshops and meetings, the consultant worked with the sponsor, key stakeholders, and internal and external service providers to
- Validate programme scope, deliverables and dependencies
- Review business case and benefits and secure funding
- Define programme organisation, work streams, delivery phases and governance structure
- Identify and onboard additional resources including specialised testing, designated business SMEs and dedicated comms and training team
- Redefine the programme plan and key milestones
- Execute against the revised plan, manage programme and portfolio interdependencies and provide updates to internal and external stakeholders
The major advantages reaped were:
- The revised plan and supporting business case were approved by the sponsor and key stakeholders and additional funding allocated to the programme. Business engagement improved with the support of the designated business resources and a clearly defined and testing strategy implemented. A communications plan was mobilised, along with a training programme and mobile roadshows at every impacted site.
- The programme delivered a standardised, single platform that delivered a next generation communications and contact centre solution to all insurance business lines. The team migrated all customers and services to new solution with no interruption to service. A new service desk was implemented, underpinned by new service catalogue and ITIL processes, and all 11,000 users were transitioned to the new service management solution. The deployment and subsequent migration was the largest of its kind in EMEA at the time.
