Engineering: leader della Digital Transformation

Engineering Innovation in

Digital Finance

Tower Transformation

An innovative service model to manage and evolve the technological and application infrastructures of an important Italian banking group.

Approach & Solution

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Approach

More than 2 million private customers and 100,000 small businesses, being attentive to sustainability and digital evolution. An important Italian banking group took advantage of the renewal of its management services to identify a solid partner that could support all service towers: Security, Mainframe and server, End User Computing, Audio and video Contact center, Service desk.

The objectives were to reduce the number of suppliers by strengthening strategic partnerships and increasing synergies on activities and skills beyond vertical areas, thus simplifying internal processes and optimizing cost to serve.

Solution

Engineering D.HUB developed a plan to exploit the sinergies among different service towers, dedicated to "end user" area including 3 towers: End User Support, Service Desk and Audio/Video. All this has been integrated in a virtual service model onsite services desk and near shore services for flexible and on-demand volume and peak management.

The evolution of the service towers included a redesign of the operational processes, through the identification and implementation of synergies between the different towers and the design and implementation of new developments on a five-year plan, to capture ongoing digital transformation trends.

Results

Integration with Vocalcom phone platform and interactive reporting

Simplified management processes of internal suppliers

Higher service quality

Evolution of the virtual service desk with cognitive services, RPA, chatbot

Project value

Innovation
Process performance
Cost cutting

Enabling Technologies

Cloud
RPA

Project Team

Engineering D.HUB