Financial Services Case Study

Major UK bank

Membership targets of subscription service not being met

Subscription rates improved and increased enquiry volume managed by existig staff

The bank piloted a member subscription, data information service based on electronic search facilities and telephony
Membership targets were not being met
No management mechanisms or service level agreements defined and in place within Operations
Poor communication, co-ordination and co-operation between Marketing, Systems Development and Operations – geographically remote locations

Reviewed existing processes within Operations – in detail
Established new organisation structure reflecting ‘front end’ contact and ‘back-end’ information provision within Operations
Developed and implemented a work planning and management model
Developed and implemented improved processes, standard operating procedures and service level agreements for both front and back end working
Coached and developed managers and supervisors in application and use of model and procedures
Established effective communication mechanisms between Marketing, Systems Development and Operations to support the dynamic developed of the overall programme
Developed the model for nurturing and supporting new enterprises within the banks culture

Improvement in member subscription rate
Increased volumes of inquiries met from within existing staffing – recruitment programme substantially modified
Information systems operated on a more integrated basis
Improved relationships between participating functions, IT, Marketing, Operations