Overview
The large financial institution faces the constant challenge of meeting quickly shifting customer needs and expectations in a digital world. A change in leadership in August 2014 saw a sharp shift in focus; a drawn-out migration to a new CRM would be costly and only serve to further frustrate customers who needed to see more immediate value. The client needed a specialist DevOps team to consult on and execute the business’ needs as they delivered Customer Master – an Oracle-based ‘customer hub’.
ABOUT
The client, a large financial institution in Australia boasts more than 32,000 staff, serving over 8 million customers, at over 900 locations throughout Australia, New Zealand and around the world.
Background
Legacy systems at the financial institution meant data was fragmented and scattered across the business. Customer details updated in one place would not be reflected elsewhere. Cross-selling and packaging opportunities were either lost or customers became frustrated by repeatedly being ‘sold’ things they had already purchased. The answer came in the form of Customer Master, an oracle-based system that would become the single source of truth for all customer data at the financial institution.
CHALLENGEs
To enable the client’s staff to provide better advice to account holders, Customer Master needed to pull together data from six IT systems within the bank’s retail and business banking, wealth and wholesale banking divisions. A project like this would require skilled developers and engineers to facilitate the delivery of their target state. And, because Customer Master is adopting a “Cloud First” approach, they needed those people to be particularly expert in Cloud Architectures and design patterns as well as Event-Driven Architecture.
Solution
460degrees was able to draw from our pool of skilled Experts to provide a capable DevOps Engineer and Developer who has contributed to the current state of the system and provided advice on improvements or alternatives to the implementation that is performant and assist to simplify the overall architecture.
Result
The large financial institution continues to benefit from 460degrees’ flexible Expert resourcing model, gaining access to the capabilities and expertise needed to meet its ongoing needs as it develops and rolls out the Customer Master system across the business.
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