Large, multinational corporations often have long, tedious, and siloed internal development systems, prolonged by exhaustive documentation and planning. This culture existed with our client, and it became clear to their team — after already spending a substantial amount of money and time writing requirements for a new system meant to improve the workflow of agents who serviced the elite cardholders — that they needed help.
Elite cardholders delight in superior service. Our client provides each cardholder with a dedicated concierge they can contact directly to meet their specific needs — whether that’s dealing with a stolen passport or making dinner reservations. Agents provide value by saving their cardholders time and money, but they also needed the ability to work more efficiently behind-the-scenes. Agents wanted to be more proactive in engaging customers in magical and personalized ways, like sending flowers before a known anniversary or offering a tailored trip idea based on noted preferences.
Hundreds of global premium service agents were managing up to 100 clients a piece through several disjointed internal systems, including traditional email and spreadsheets. The financial services company wanted to centralize their information, provide streamlined workflow to agents, and quickly offer personalized, high-level service to their clients.
They projected several years of product development efforts to achieve their goals.