Customer

An billion-dollar investment firm

Industry

Financial services

Location

New South Wales, Australia

Capsifi products

Service blueprint
Value streams
Process, application and pain point
Heatmaps
Risk points and dependencies

01 Our customer

Background

A financial services company based in Australia and New Zealand generating $1B in revenue annually. The company has been in business for over 150 years, has more than $90B in assets under management, and employs more than 6,000 people worldwide.

The Task

The company needed a way to understand how risk impacted their business and wanted to reduce the cost of improving its existing banking system. The resulting views needed to communicate risk impacts effectively and be insightful for architects and senior executives in both business and technical roles.

Challenges

  • Our customer underwent a complex core banking replacement initiative requiring customer experience enhancements to improve NPS scores and build brand trust.
  • This all took place in a highly visible regulatory environment.
  • There was an absence of a holistic enterprise view of customer value, sensitive data and the cross-section between them.

02 Solution and outcome

Solution

Modelling customer journeys in Capsifi enabled them to be aligned to value streams, business capabilities and the people, processes, information, and technology that supported them.

Business capabilities were assessed for criticality based on the sensitive data objects that they handled. Capability criticality was cross-referenced with customer journey datapoints, NPS scores and the application functions of the new platform to prioritise delivery and scope testing. The model produced was refined in real-time during workshops and visualizations of the model were updated dynamically.

Outcome

The model developed was used for executive decision making. Risk points across different frameworks were overlaid onto the operating model views, clearly identifying where mitigation efforts should be focused.

Full traceability was achieved between customer experience and the business operating model.

03 Why Capsifi was selected

Winning features

  • Service blueprint
  • Value streams
  • Process, application, and pain point impacts
  • Heatmaps and overlays to identify risk points and dependencies

Ready to get started?

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