- Uma Shanker Khandelwal & Co.
- Forging Industry
- New Delhi, India
- http://www.umashanker.com
IT Transformation Program (Insurance group)
Problem Statement
To enable the divestment and separation of the Insurance Croup of companies from the Banking Croup 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 Role
Deliver our specialist in:
- Programme mobilisation recovery
- Programme governance
- Stakeholder management
- IT infrastructure technology
- IT Service Managment
Our Approach
- 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.
Result for Client
- Business engagement improved with the support of the designated business resources with a defined and testing strategy.
- Seamless 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 line. 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.
Tracking of Orders status. Visibility of WIP. Visibility of stock across the unit. Managing sales / orders thru Amazon, Flipkart, Shopclues & other online shopping portals.
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