Operating Model
&
Contact Management Solution Design.
At A Glance:
Why evolve were needed:
-
Change Management Strategies
-
Complexity of Integration
-
Resource Allocation
-
Data Migration Strategies
​
Key Benefits:
​
-
Operational Efficiency
-
Improved Customer Relations
-
Scalability
-
Data Management Improvements
The Situation.
Our client, a UK wide financial advice and wealth management firm were using a selection of third party platforms and had decided to launch as a platform service provider in order to retain better data quality, create better client relations and increase revenue.
​
While they had some CASS and reconciliation experience within the business from their discretionary arm, they were unsure if the existing resource and expertise was sufficient. They also needed a new supporting framework for managing customer / adviser support for the platform and oversight of the platform provider. Additionally, they needed a migration strategy for bringing assets onto the platform at scale.
Our Approach.
-
Designed a comprehensive Operating Model covering both capability and organisational structure. Then, Identified actions to move from the current to desired state through gap analysis.
-
Developed a Platform Process Master List and designed processes to support the new or changing in-house capabilities needed to support the platform.
-
Identified necessary new job roles required to support the operating model, set their objectives and drafted job role specifications.
-
Designed a new contact management model & subsequently;
-
Selected & integrated a new 3rd party vendor to manage client and adviser platform support.
-
Updated internal contact management processes to redirect calls to the new service.
-
-
Assisted in the selection and deployment of Freshdesk to manage hand-offs between the outsourced platform technology provider, the outsourced contact team, and the in-house oversight team.
-
Implemented 365 planner and relevant power automate flows to oversee and manage internal platform support activities, leveraging existing tools as a tactical solution until a later project delivered full internal workflow management.
-
Delivered the operational change elements of an internal communications & training programme, ensuring that the business was well-informed.
Designed and executed the complete migration strategy, covering data analysis, customer consent, and communication planning from start to finish.
PLACEHOLDER
SPACE VISUAL - HIGHLIGHTED AREAS WORKED ON
* Building blocks used for this project within our SP.ACE framework, can be found highlighted.
The Outcome.
The new platform was launched successfully, with the support network it needed, within 16 weeks of vendor selection.
They were able to obtain meaningful data and report on Client and Adviser contact. Advisers, Clients, and Operational Teams had a new support network which would become the foundation of a full-service management model. The launch of the platform enable the client to begin consolidation of assets held on third party systems to support their revenue and data quality goals.
.png)
.png)
.png)