Assess Customer Service Application Project Portfolio

Client

 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.

Deliverables

The project delivered:

• An objective business case for each proposed project including financials, risks, and implementation plan (costs, resource requirements, dependencies, and timeline)
• An overall recommendation that 4 of the proposed projects be funded
• Detailed reference checks for each vendor
• A strategic customer service work plan that included costs, dependencies, resource requirements, and timelines

Results

• The strategic work plan was accepted and used to drive annual planning and budgeting activity for the company’s customer service application portfolio