Case Study

The Client

A global leader in the financial sector, a 150 staff strong independent area of the business faced specific challenges. A three-year-old group, that had grown significantly over the previous twelve months was set to quadruple the number of clients but planned to increase the number of staff only minimally.

The Challenge

The client was running 3-4 disparate call/issue tracking systems to track everything from security breaches, failures in service, customer help desk, platform and software issues (live, development and testing). These systems were manually intensive and / or poorly maintained. The systems were consistently raised time and time again as not being fit-for-purpose and highly inefficient. They were choked with 3 live clients and, whereas they could service many more, it would continue to demand a significant amount of staff time to keep it up-to-date and maintained. Furthermore, the current systems and business processes surrounding call and issue tracking did not project a professional, value-added and client centric image.

The client requirements were to

Improve quality by implementing due process

Implement a lean and smarter way of working

Improve efficiency

Reduce duplication of effort

Increase cross group communication

Increase accessibility of data

Provide real-time, global, 24 X 7 reporting

Cut the cost of producing statistics, progress reporting etc

Increase the quality of delivered products and service

Provide simple, usable training material

Provide a sustainable, single tool to implement above requirements

The Outcome

The client requested initial brief broad-brush investigation into how the current systems were implemented and a description of the challenges faced by each group.

Genki produced a report of the findings and presented it to the board, as a result, Genki was contracted for a further 9 months to complete the project.

Genki delivered A Scalable Process Framework. Together we produced a single system that answered ALL the issues stated above. The project came in on-time and to budget. Along the way a number of additional requirements were noted, to avoid scope-creep these were delivered as a separate list of requirements for future consideration.

There were significant Cost savings from day one – as an example…

All data in a single structured accessible environment saved £100K / year for a single report

Global Financial Institution

The Client

The Challenge

The Outcome