Case Study: Irish Financial Service Provider - Sales and Service Efficiency Improvement Programme

At the end of 2004, an Irish financial service provider launched a “sales and service programme” that affected all branches and several operational units; the programme was to last until the beginning of 2006. The sales and service programme had two main objectives: to improve efficiency throughout different retail business processes and to increase customer satisfaction by reducing the turnaround time for the retail business processes. The programme was divided into several work streams, the more critical of these being the design and implementation of processes that would be a key support to the new Mortgage Sales model. The objective of this was to provide branches with a standardised, efficient, and flexible process through which they would sell mortgages. The project included the design and implementation of this sophisticated business process, plus the design and implementation of a tool to provide a framework for the new process.

To design the process, the team took an end-to-end approach, focusing particularly on branch interaction with the customer and how to optimise levels of customer service. After the initial process map, the team designed a small mortgage quotation system that not only takes the user through the process, but also calculates the customer affordability and provides quotes for all the different types of mortgages.

The bank needed a multi-disciplinary team that could design and develop the new processes and chose Original Solutions, now a part of Perot Systems, as its provider because of their experience with a wide range of disciplines, including process design, linked to practical, business focused applications of technology.

Perot Systems was present during the programme, helping the project team through all stages of the project life-cycle. Perot Systems’ expertise in both soft process and hard systems implementations enabled the institution to ensure an easy and successful implementation.