Strengthening capabilities and services with technology and digitization is only half the battle. Because if your operating model doesn’t allow those changes to really prosper, you’re not extracting their full potential. And often a shift in the model also means a change in perspective, as our client found out.
Our client, a leading payment services provider, had embarked on an ambitious plan. They had expanded their services and capabilities in merchant e-commerce and omni-channel payments. Whilst this was a superb step forward they were hindered by their operating model. It was an analog-heavy outsourced delivery model. But the future lay in becoming an in-house digital product. One that combined contact center capabilities with back-office support functions to become a truly customer-centric offering.
We hand-picked a team led by two consultants with digital transformation and operational optimization experience. They designed and executed a three-stage process:
Focusing on increasing customer value, we:
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