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Top Int’l Banking Provider Gets Professional Analysis Team

A leading provider of financial services and products.

Recognized for superior Cash Management (not a complete sentence).  Following the procurement of a substantial financial\investment firm, our client, sought to create a unified CRM application across its lines of business. Sales associates and product partners across the business were accessing multiple applications for sales, performance and risk needs. These disparate systems resulted in the following challenges:

  • Inefficient business processes and information sharing, causing a lack of coordination between client facing sales and risk activities.
  • Technology solutions replicated across multiple applications resulted in unnecessary technology costs and complexity.

When two lines of businesses were scheduled to on-board in the same calendar year, our client contacted Signature to help craft a solution to address their imminent resource contention issues, especially within their team of business analysts. The client required a solution to help kick-off the second on-boarding effort and assist with defining the business requirements and functional specifications for six project work streams.

The Challenge:

Support the integration of the third line of business into the CRM application.

Given Signature’s history of providing business analyst services to this client, Signature was engaged to identify and build a self-sufficient business analysis team to support the integration of the third line of business into the CRM application. Signature’s team integrated with and assisted the larger client team to quickly document all application requirements, complete a thorough gap analysis, and prepare functional specifications to support the software development and implementation. Leveraging client provided documents, materials and training, the initial Signature team members developed an internal on-boarding process that allowed them to support the on-boarding activities for future team members, thus significantly reducing the workload on client resources.

The Signature Solution:

Signature assembled a team who worked together to help get the project off the ground.

Signature Consultants was able to provide a value-added service that could be customized to meet complex client requirements that were initially undefined. Signature provided a team of professionals who worked together to help get the project off the ground with minimal assistance from client resources. When it was time to engage the entire project team, the Solution’s consultants could actively participate and provided immediate assistance to move the project forward.

Key Benefits Provided:

  • Self-sufficient project team – Initially, the Signature team was independent and asked to self-train on the CRM application, thereby minimizing impact on overburdened client resources. The team worked together to research the application through documentation, prototype testing, and information sharing among team members. New consultants on the program were able to quickly ramp up by relying on the larger Signature team.
  • Management of resources – Signature provided an engagement manager who worked closely with the client and the Signature team to help support the program. Engagement manager activities included the following:
  1. Collect consultant status reports and consolidate into a weekly Signature status report.
  2. Support consultants with any issues or challenges they may face on their individual works (is it “works or “work”) streams.
  3. Insure resources are properly on- and off-boarded to client’s systems and help to resolve access issues.
  4. Support client program managers by providing a focal point for collecting insight from and delivering program level messages to the Signature team.
  • Supported development of key project deliverables – The Signature team provided consistent requirements and functional design documentation across the program work streams. The team worked together to share best practices on approach to deliverables and problem resolution. In many cases, the Signature team was the ‘glue’ that kept the project work (see comment above regarding works vs. work) streams moving in the same direction. In addition, the engagement manager assisted in the development of the program dashboard used to report to senior leadership.
  • Flexible and scalable – The Signature team provided resource flexibility across the program – able to add quickly and contract as needed. Within the highly functional team, resources were easily moved between work (see both comments above regarding works or work) streams to fill client resource gaps or provide additional support where most needed.

Program Results:

Our client met its goal to kick-off the on-boarding process for its third line of business and established a solid foundation for moving the project forward.

Critical Benefits:

Working closely with our client, Signature successfully on-boarded its initial team. As new resources were added to the project, they were on-boarded almost exclusively by the current Signature team members.

Utilizing documentation created by the first two on-boarding projects, the Signature team identified and documented functionality gaps between the two implementations. This information was utilized to create initial business requirement documents for on-boarding the third line of business.

Due to their deep knowledge and experience of the CRM application, members of the Signature team were able to pitch-in and help with testing and other activities as needed related to on-boarding the second line of business.

The Direct Impact:

The early delivery of all business analysis artifacts helped the project to move smoothly to the development and implementation phases, while minimizing the impact on the business community.

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