case studies
Financial services
Customer Service Centres
- Client
- UK Clearing Bank
- Sector
- Financial services
Project description
The Bank wished to evaluate the centralisation of branch-based customer services (telephone and mail) and the associated back office work into Customer Service Centres. The project had to deliver two operational prototype centres in six months.
ItemPlus led the Business and Operational designs. The tough timescale demanded a controlled but pragmatic approach to multiple parallel design and implementation activities. Documentation was expressed in an economical presentation style to encourage quick review and approval.
ItemPlus then supported the Implementation Manager in the planning and implementation of the Centres.
Outcome
The two centres went live on time.
