Strategic Customer Focus

Vision stemmed from the customer's perspective, and aligning business and IT objectives enables an organization to achieve their most desired outcomes

Process Automation

Case Study: Implement New Online Enrollment and Billpay System

Problem Statement

During this particular engagement the client was faced with: too many interventions to enroll new bank retail accounts; bringing Billpay process in-house and migrate from 3rd party adjudicators; minimizing manual interventions to manage online payments in the back office; and the inability to handle increased volume.

Business Benefits

  • Increased new customer enrollment by reducing enrollment time from two weeks to two days
  • Reduced cost by bringing processes in-house
  • Improved customer satisfaction with more accurate data with less process time
  • Supported current and future business goals with a more scalable system

Challenges

  • No changes to the underlying applications
  • Short delivery time
  • Minimize change in the process and systems

How we Helped

Worked with existing teams to:

  • Design and develop online enrollment of bank accounts
  • Design and develop online payment straight-through-processing
  • Migrate 3rd party adjudicators

Disciplines

Application integration - server side integration - IBM Websphere; Java; Workflow - IBM; Document Management - Documentum; Email integrations - Microsoft Exchange

Case Study: Re-Platform Service Requests Processing

Industry

Financial Services

Problem Statement

The client was a global bank with hundreds of branches and thousands of financial advisors in the US. It was identified that a rapidly changing business landscape required a reduction of time-to-market and operational costs, improvement in product flexibility and agility.

Business Benefits

  • Business Process Optimization
  • Increased Business Agility
  • Reduced Operational Cost
  • Improved Usability
  • Reduced User Training Time

Challenges

  • Variety and number of service request types reached 500+ and was continuing to grow, ranging from account servicing to branch administration, trade processing and disbursements. Adding new request types required considerable development and testing effort.
  • Branch and Home Office users had to access different systems in order to process some types of the requests, which impacted SLAs and potentially compromised integrity.
  • There was no unified view of all outstanding requests making it difficult for the users to track and prioritize their work.
  • Old systems were lacking workflow engine making it difficult and time consuming to modify request routing triggered by business process changes.
  • Documents supporting requests had to be accessed through separate applications slowing down request processing.
  • Multiple disparate systems had redundant data requiring resource extensive data duplication and data synchronization.
  • Many applications were based on obsolete technologies leading to incompatibility across systems.

Technical Challenges

  • New to the company SOA/BPM methodology and platform.
  • Building infrastructure to support new SOA/BPM platform.
  • Integration with large number of legacy systems residing on mainframe.
  • Parallel development of application functionality and web services exposing necessary data.
  • New to the company JSF technology on the front end.

How we Helped

To overcome these challenges 741 Studios suggested to the client to engage in SOA/BPM initiative and to implement a request processing system on the new platform. In collaboration with client teams such system was implemented and deployed into production within 9 months. It is now used by client's branches and home office personnel across the United States. A notable byproduct of this effort is establishing a services governance ecosystem based on the service bus. The resulting service request processing application:

  • Provides consistent robust user interface for one-stop shop where both branch and home office users alike can initiate, track, modify and approve various request types.
  • Supports sophisticated searching, filtering and sorting capabilities.
  • Considers user entitlements while surfacing requests on their lists.
  • Provides mechanism to modify workflow depending on the request type, including approval stops in multiple home office departments.
  • Provides simple mechanism for on-boarding new request types onto the platform;
  • Accommodates client investment in data storage in DB2 databases on mainframe via web services.
  • Utilizes client investment into existing content management system.
  • Accommodates client technical staff skills in IBM Websphere.
  • Provides scalability through asynchronous architecture.
  • Serves as a jump-start for Service Oriented Architecture within the firm.
  • Serves as a reference implementation of business process management within the firm.

Disciplines

SOA/BPM ecosystem - TIBCO; Web Services - IBM, TIBCO; Composite services; Application integration; Services governance; Java 5; Portal - JSF, AJAX ;Database - Oracle, DB2; Mainframe - DB2, CICS.

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