Assess Customer Service Application Project Portfolio


 An $18 Billion U.S. financial institution

Project Goals

The company had 20 application development projects proposed to improve customer service and reduce transaction costs. The proposals impacted virtually every available channel of customer communication including CRM platform, IVR, website, chat, texting, and e-mail. Management understood that any application change would impact multiple contact centers and thousands of agents. The company desired to understand what projects should be undertaken based on limited development/implementation resources and the business disruption/benefits associated with each project.


The project delivered: