Challenge
A global property consultancy was burdened with disparate legacy systems, resulting in high levels of manual processing and slow resolution times within the Client Services teams. The client facing teams were struggling to keep pace with rising demand and service levels were under threat.
Meanwhile, the Technology Services function was going through a multi-year programme to re-platform several core systems, but the COO wanted a way to create capacity in the Client Services within a 6-12 month period. Given the investment in the multi-year programme, the Technology Services team did not have the resources, skills or capacity to help identify opportunities and deliver solutions in a rapid timeframe.
Approach
FWF were selected to complete a Discovery across Finance and Client Services teams. The goal was to identify opportunities for improvement where the business benefits could be delivered in the same year.
Over a 4 week period, the FWF Discovery team organised and led workshops with 5 teams, covering 58 FTEs, and 45 business processes. Opportunities were categorised into three themes: Digitisation, Automation & AI, and Process Improvement. Opportunities were taken through a cost-benefit exercise, and benefits were validated by the business. A business case and roadmap was created to show the overall size of the opportunity and how each opportunity could be implemented.
