Challenge: Ensuring a major tendering process for new IT&T systems was strategy and customer led, not driven by technology.
Our engagement was focussed on helping the business to clearly understand what impact any new IT&T solution would have on its people, enable it to define its requirements such that it would be able to “operate” more effectively, and leverage the investment for the next 5 years and beyond.
Through late 2013 we facilitated session to up-skill the bank’s business stakeholders, sharing best practice and detailed impacts of deploying the most current systems. With greater shared knowledge we were then able to work with these stakeholders to develop its specific business requirements. These defined the way it wanted to operate in delivering customer service through its contact centre.
The solution encompassed telephony and digital capabilities that connected customers with the banks services. These capabilities touched on:
Each of these were developed from a customer experience perspective, allowing a flow of design across the contact journey to avoid the potential for many siloed experiences.
These requirements formed the backbone of the tender to the market which will concluded in late-2014. Flare Design have now been engaged in 2015 to bring these through design to market.