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Billion-Dollar Financial Services Company
Billion-Dollar Financial Services Company
Reducing the cost of improving their banking system, highlighting the impact of risk and enhancing executive decision making.
17 April 24
The Customer
A 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
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.
02
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.
03
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.
The Outcome
Enterprise Architecture Solution
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
Journey Mapping
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.
02
Capability Refinement
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.
03
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.
Winning Features
Why Capsifi was selected
Value Streams
Visually analyze an inside-out perspective on the stages in the flow of business transactions to align resources, skills, technology.
Heatmaps
Configurable visual cues for tracking diverse, user-defined business assessments at a glance, such as performance, maturity, and risk.
Solutions
