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| overview |
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We have performed numerous engagements in the financial services and insurance industries. These initiatives have spanned application portfolio assessment to application development to contact center consolidation. |
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| application portfolio analysis |
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A business imperative in numerous financial service companies is to decrease transaction
costs while increasing customer satisfaction. Many of these institutions have
applications and technologies that touch every available channel of customer communication
including customer relationship management applications, IVR, chat and
e-mail. Most have one or more contact centers often staffed by thousands of agents
and support personnel. Since application and infrastructure changes impact numerous
business functions, it is necessary to streamline the number of products used
and optimize those in production. The analysis required must align with business
strategies and competitive directions. In other words, it must address the benefits
and costs of respective applications and enhancements, determine potential return-on-investment, and perform the necessary implementation planning. As a result, the planning
must address business continuity, project dependencies, risks, and priorities.
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TCA consultants have performed projects driven by the demands of
continuous financial services. They have analyzed business and technology
drivers, developed and defined business cases, and established priorities. |
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| contact center consolidation |
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Contact center operations are a major cost to financial service providers. Many of
these companies have grown through acquisition and have incurred a duplication of
services. Streamlining costs and increasing efficiencies rest on the successful integration
of the new organizations and the adoption of best practices and technology
services. This requires analysis of the respective contact center’s organization, processes,
people, and technologies and the development of a practical integration plan
to move to a single organization. |
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TCA consultants have done contact center analyses. They have performed
assessments, created visions aligned with business needs, defined
organizational structures, identified skills and human resource requirements,
and developed technology and migration plans. |
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| data mart implementation |
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Information management in the insurance industry has been the result of an evolution
of systems and applications. Most have grappled with eliminating expensive
technology, modernizing, reducing costs, and improving financial reporting. On
the path to modernization what to do with the company’s vast data holdings has been
a challenge. Data warehousing and data marts have offered potential solutions.
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TCA consultants have developed data marts and data warehouses using
Oracle, Cognos, and other tools. They have delivered not only application
functionality, but also, process, training, and system documentation. |
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| IT charge back |
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The trend in corporate IT organizations is to ground these organizations in a professional services model. The intent is to formalize services, costs, charge-backs, and service levels.
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TCA consultants have done work in transforming corporate IT organizations
to professional service organizations by developing processes, appropriate
organizational structures, service catalogs, charge-back schemes, and
service level agreements. |
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| consolidation of financial systems |
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A fall-out of merger and acquisition activities is duplicate systems. A good example of a necessary step is to consolidate general ledger (GL) systems. This consolidation entails rationalizing the end-state GL system as well as the inputs from other systems into the GL. The consolidation is further complicated by business processes, internal financial controls, and external audit processes. |
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TCA consultants have performed analyses to determine the best approach
to pursue in migration from or consolidation of multiple financial systems.
These analyses address the organizational, business, process, and
technology dimensions of consolidation. The result is a well-defined
implementation plan for consolidation based on costs, functionalities, and
risk mitigation. |
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| case studies |
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Operational Data Store and Data Mart Implementation 