A global bank’s investment services client portal comprised of 11 sites, servicing 15+ business lines across Corporate Trust, Fund Services, and Wealth Management branches.
The client’s user base has grown rapidly from both organic and inorganic means. Historically, all production support inquiries initiated by employees, relationship managers, and account managers were communicated, backlogged, and actioned upon from a universal support email distribution mailbox. This distribution list was jointly owned by five product owners. This process posed multiple concerns:
Our client engaged Grandview to define, establish, and roll out a formal production support process to build a more scalable platform and improve the overall client experience.
The goal of Phase I was to identify the pain points and obtain success criteria from key stakeholders, perform cost-benefit analysis on viable solutions, and obtain consensus on a more scalable and robust solution.
Key milestones consisted of:
The goal of Phase II was for Grandview’s Team to own the support queue by leveraging the solution, establishing a structured process to triage requests requiring product owners’ involvement, and enhancing feature-level documentation. Key milestones consisted of:
The goal of Phase III was to pair additional solutions such as end-user surveys and user site click traffic to the support solution to tell the ultimate support story. Key milestones consisted of:
Grandview Analytics is a technology consulting and managed data services company serving financial institutions. We offer strategic advisory, technology implementation, systems integration, and data and analytics consulting services as well as managed data services powered by our Rivvit data management and reporting platform.
Grandview Analytics is a technology consulting and managed data services company serving financial institutions nationwide. We offer strategic advisory, technology implementation, systems integration, and data and analytics consulting services as well as managed data services powered by our Rivvit data management and reporting platform.