Goal:
Modernize the current SharePoint Customer Feedback System into a solution that will allow the bank to scale and minimize the maintenance efforts to support the solution, while streamlining the capturing of customer feedback and Refunds processing.
Business Challenges
IBC Bank uses a SharePoint application to manage their Customer Feedback. This allows IBC to have an end-to-end process of the feedback provided by customers to bank representatives.
The current CFM system has challenges when changes are required to its internal processes, it has grown over the years, thus becoming complex to service and modify. Additionally, it is difficult to extend it to serve a meaningful role in the omnichannel future that IBC wants to move forward.
The Solution:
Y&L Consulting was selected to rewrite/reengineer and modernize IBC’s CFM application and deliver a new, scalable, service-oriented framework to support the following services:
· Customer Feedback
o Complaints
o Compliments
o Suggestions
Value for Business:
The new platform allows IBC representatives to have a streamline process to record and process customer feedback. The system will allow management to dynamically adjust the process based on changes on each type of feedback, also enabling the configuration of promotional refunds available under specific scenarios all these without changes to the solution code.
The modernization of the look and feel and wizard interface facilitated easier adoption, and the project also helped ensure that future changes to the application will be easier and more cost effective to execute.
Key Services:
· Enterprise collaboration portal
· Enterprise architecture
· Custom software development
· Quality assurance
· Project management
· System integration
· Reporting
Key Benefits:
· Process improvements
· Easier access to data
· Enhanced User Experience
· Multi Browser/Device access
· High Availability / Scalability
· Integration with third party systems (Survey/Dynamic Forms)
Technologies:
· .NET Core
· SQL Server
Executive Summary:
Industry: United States, Financial services, Banking
Business Challenge: Modernize the technology platform for high availability and Scalability and Standardize the Customer services operations relates to Customer Feedback Services
Solution: Creation of a new platform with an improved user interface, incorporating concepts of Responsive Design and allowing for the use of the application in multiple browsers/locations.
Business Value:
· Quick and easy access to customer account information facilitated by the new user interface
· Users will have access to the application from multiple devices and browsers
· Modernized platform that is easier to use, more cost effective, and allows for continued improvement.
Client Reference:
Dalia Martinez
Executive Vice President
Corporate Operations
IBC Bank
