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IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
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Reengineer System for Operational Support for Financial Services Provider



One of the largest and most prestigious accounting firms in the country.



This firm provides a financial planning service to its customers, which are large corporations. These customers offer the service to their employees as part of their employee benefits package. The client's organization processes financial services requests from individuals entitled to benefits. The system that supports this service tracks requests, manages workflow for fulfillment of requests, and provides management reporting. It was based on one of the leading CRM products but, due to deficiencies in the original implementation and the evolution of the service, it did not provide an adequate level of support. This lack of appropriate automation support constrained the client's ability to grow the business.

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The client's staff gained immediate relief from the most urgent performance problems, resulting in improved productivity. As functional enhancements were installed, workflow and reporting improvements resulted in additional productivity gains as well as increasing management control over the service delivery operational process.

  • IHS performed analysis on the current environment to identify the most critical deficiencies.

     

  • Having identified performance issues as among the most urgent, analyzed the system database access to identify improvement actions as a stop-gap while longer-term work on system functional enhancements proceeded

     

  • Installed within a week of initial analysis, these performance improvements effected significant response time reductions in some of the most common system functions, reducing the effort required by the client's financial consultants and improving customer satisfaction

     

  • Identified system functional deficiencies and specified the requirements for additional customizations that would meet their requirements

     

  • Following client review and approval of the customization specifications, provided a team including an overall project manager and experienced developers

     

  • Developed and tested the approved enhancements, implementing them on time on a fixed-price basis