Project Website and CRMSector Financial Services
Context
A beneficiary called every five or ten years, often at a decisive moment — a departure, a divorce, a retirement. And at every call, the adviser reconstructed a file whose history lived in archives, letters and several successive systems. Time spent retrieving the file’s past exceeded time spent handling the request. Supporting documents, statements of position and successive decisions each existed separately, with nothing indicating which rule applied when each was taken.
Challenge
Making viewable a history built over thirty years, part of it predating computerisation and whose applicable rules changed several times. An old file must read within the framework of its time, or a sound decision appears erroneous. And the beneficiary must be able to view their situation without the adviser becoming a call centre.
Objectives
- Deliver a site informing beneficiaries without referring them to the telephone.
- Open a client portal where each views their situation and documents.
- Gather file tracking in a single tool.
- Make history viewable without reconstructing archives.
- Retain the regulatory framework applicable to each period.
The beneficiary relationship and file tracking sit in a single tool, and a file’s history is viewable without reconstruction. Every decision reads within its own framework.
Areas of expertise
Customer & User Portals
CRM & Customer Relations
Document management
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