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Results
- Established architecture for realizing vision of providing seamless customer & agent experiences.
- Architecture entails scalable cloud-based platform with emphasis on leveraging company’s core functions, data and assets via an API gateway, and enriching engagement with common frameworks to support web, mobile, social and connected devices.
Business Situation
Our Client is a leading fortune 500 financial 500 service company.
This Carrier had embarked on a multiyear digital transformation of its agent engagement applications.
The digital transformation intended to:
- Engage customers and agents in their preferred method of interaction.
- Provide customers and agents with a seamless experience through digital services, while focusing on millenials.
- Reduce call volumes.
Challenge
The client had started developing web & mobile apps for multichannel sales and services. However, to provide a seamless omni-channel experience, the technology architecture needed to support:
- Consistent experience across apps (mobile, web and connected device).
- Informative & understandable apps, that provide contextual help, enable collaboration, relevant alerts & notifications and support all transactions.
- Foster re-use of core functions, transactions, and data to enable front-end innovation.
Solution
ValueMomentum partnered with the Carrier to define a digital technology architecture that combined consulting staff with that of the carrier’s. Engagement highlights included:
- Assessed business vision and defined core capabilities for digital platform.
- Defined integration methods to unlock functions, transactions and data from core systems.
- Assisted with technology platforms selection.
- Established digital architecture roadmap.