Omni-Channel Deployment For a Large North American Bank
Suhas, leading a team at an IT consulting firm, spearheaded a transformative initiative for a large bank’s Chief Marketing Officer’s team. The project aimed to establish a novel B2C sales channel leveraging Fiserv’s retail banking servicing platform. Suhas orchestrated the entire program life-cycle, focusing on developing a customer-centric omni-channel experience tailored to consumer needs. Through strategic product launches, including credit cards, deposits, and student loans, Suhas minimized service disruptions while expanding the customer base, particularly targeting younger demographics.
Suhas and his team achieved notable cost savings by implementing a lead capture funnel leveraging omni-channel consumer experiences and realizing a remarkable 90% reduction in consumer servicing costs through enhanced consumer experiences and self-service enhancements. Additionally, Suhas introduced a “needs-based” approach to user experience, resulting in improved customer retention and service quality. The successful launch of mobile banking facilitated better acquisition of younger customers, aligning with modern consumer preferences. Furthermore, Suhas’s team lowered lead generation costs by leveraging internet banking and mobile platforms while maintaining service quality via the new banking platform.
Suhas managed the recovery of a distressed transformation program aimed at transitioning from a financial services company to a consumer bank, all without traditional brick-and-mortar infrastructure. Furthermore, Suhas managed the entire solution life-cycle, starting from UxP design and culminating in the “Go-To” market deployment of a consumer portal designed to sell deposit products. This portal provided an innovative user experience, aiding customers in selecting the most suitable product.
Working with a global, cross-functional team, Suhas recalibrated the roadmap to realign client expectations regarding schedule, costs, and deliverables. Through proactive collaboration with the client, vendors, and delivery teams, the team ensured expectations were aligned for mutually beneficial outcomes.
Significant cost savings were achieved through the execution of the recalibrated transformation roadmap, successfully meeting schedule and cost targets. The introduction of a brand-new user experience not only accelerated the sale of deposit products but also streamlined the process of product selection. Furthermore, the new consumer portal laid a solid foundation for future scalability, enabling rapid accommodation of new products.
Managing an Insurance Firm’s M&A Integration
For a large insurance firm, the goal was to integrate three separate companies onto a single enterprise-scale strategic account management platform. The analysis involved capturing over 1000 data attributes across various subjects, including accounts, customers, billing, bonds, terms, underwriting, and documents from each company’s applications.
The report detailed how to consolidate this data into a unified target database, accelerating the data conversion process and establishing a repository with high-quality data. The deployment of the strategic account management system facilitated the creation of a single target data repository. Furthermore, the assessment focused on defining a single target and data conversion criteria for each company to populate the target data model. This included creating a source-to-target map and documenting the necessary business rules for data conversion.
The implementation of the new platform included underwriting enhancements to improve decision timeliness and quality, as well as CRM improvements resulting in high-quality service to customers. As a result of this merger and acquisition effort, the client achieved substantial reduction in operating expenses while also benefitting from experiencing a year-over-year revenue increase.
Quote to Service Delivery for a Print Copy Services Provider
Suhas conducted an assessment for a large print copy services provider, evaluating the availability, accuracy, and accessibility of their data and applications to support customer life-cycle management from pre-sales through delivery. The client aimed to enhance the quality of customer proposals, contracts, pricing, equipment, and services delivery to improve overall customer satisfaction.
The deliverables included developing a comprehensive data model spanning the entire value chain. This involved analyzing existing platforms for quote generation, proposal development, contract management, equipment, parts, services catalogs, CRM, enterprise ERP, and service management applications and databases.
The assessment revealed significant data gaps, including incompleteness, inaccuracies, and non-compliance with standards, along with duplication across the organization. These gaps had adverse impacts on enterprise sales and service functions, leading to time delays, inaccuracies in quotes, contract gaps, and diminished service quality.
Print Services For an Print Equipment Manufacturer
Suhas undertook an assessment for an print equipment manufacturing firm to evaluate their data infrastructure as they expanded into print services alongside their existing core business. The client aimed to develop a unified CRM platform to manage the entire customer life-cycle, from pre-sale activities to equipment and print services delivery.
The assessment cataloged the informational needs for the target state data model, which would support both equipment and print services businesses. The proposed data model integrated various systems, including SAP MDM, SAP Financial Accounting, the client’s internal mainframe application, Siebel, ATG eCommerce portal, and others.
The assessment recommended implementing master data management for products, parts, consumables, customers, and vendor data to facilitate seamless integration across applications. Subsequently, the implementation of the unified CRM and master data management resulted in significant cost-savings for the client, enabling them to successfully enter the print services business.
Discovery of Shadow IT Applications and Data
Suhas led the discovery of shadow IT applications and databases across the enterprise for the CIO’s office. The objective was to minimize data and application redundancy to optimize resource utilization. The iniative involved cataloging shadow data and applications from various departments to pinpoint duplicated functional capabilities and data.
The assessment yielded recommendations that highlighted overlapping functional features within enterprise applications and identified data anomalies such as duplication and quality gaps. These recommendations led to significant cost savings, including the elimination of many redundant applications and the consolidation of over many data islands. Additionally, Suhas identified opportunities to repurpose resources, offering substantial savings and efficiencies projected over the next few years.