Service Excellence in Financial Services
Increasing productivity for high-priced
Financial Advisors
Situation
A provider of financial planning, asset management, and insurance services to individuals, businesses and institutions needed to increase their productivity.
Problem
Increase uptime/efficiency of 17,000+ Financial Advisors, managing over $280B in assets.
Ensure support across a wide range of platforms, applications and users.
Ensuring data security and compliance with tight financial regulations.
Action
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Provided full L1 and L2 support for Field Service Desk
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Provided operational assessment of the current environment based on ITIL.
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Developed a shared knowledge base to improve quality and reliability.
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Transitioned services from customer to InnoVest Group’s service center.
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Provided management and support for all technology deployments.
Results
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100% approval rating from Advisors on relocation of support.
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Drove VPN call reduction program that saved more than $100K by year end 2010.
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Satisfaction among the EAR group increased by 30%.
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44% reduction in spyware-related incidents in Q3 2010.
Data Management Excellence in Financial Services
Eliminating Client’s acquisition-induced data mapping headaches
Situation
Application and data integration challenges created by the merger of national and regional financial services firms.
Problem
Integrate thousands of customer records across distributed and mainframe-based platforms.
Records needed re-coding based on corporate standards.
Transparency to end-users was a must.
Action
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InnoVest Group assembled a team of project management, data management, and infrastructure experts.
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InnoVest Group provided training, facilities, tools and management expertise.
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Process improvements were quickly identified and implemented.
Results
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Client was relieved of the burden of interviewing, hiring, onboarding, and managing the team.
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Project was on-schedule and met with the tight internal deadlines of the client.
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Based on InnoVest Group’s quality, the contract with the client was extended.