What was the challenge?
Large financial institutions have dominated financial services for decades. FinTechs are challenging established organisations by building new applications and technology platforms which provide a superior customer experience.
As part of an overall strategic priority to maintain and grow market share, a global payments organisation recognised the opportunity to launch a digital customer loyalty product to challenge the European market. This product was targeted at 25 million consumers, within an entirely new customer segment and industry leading differentiating business proposition.
How did we help?
Our client needed to design and implement a new operational service approach, and mobilise this prior to launch. We led the analysis of over 200 requirements to design the new service capability. Our analysis structured the approach to end-user consumer support, financial & IT operations, and third party on-boarding, each of which was a new capability for the client in this market.
Following the design phase, we led the implementation of the new capabilities, managing key operational readiness criteria to obtain approval to launch. We managed end-to-end service readiness for the European rollout and streamlined the client's existing business processes to enable it to scale for future implementations. Following launch, we documented a standardised Service Readiness approach based on the requirements and capabilities from this launch to guide future product launches.
What was the impact?
Moorhouse brought a robust approach to product delivery and service readiness. Our team established capabilities which are now part of the core business operations following early life digital product support, flexible and sustainable processes for future market-facing product launches and finally an approach to rapidly establish a scalable service management process for new customer segments.
The capabilities that we established were accepted by the organisation into business as usual, reducing total delivery and support costs for the programme. The processes we devised and implemented gave our client greater flexibility to respond and adapt to future market launches, and has set the client apart from its competitors in the markets that it operates in.
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