Overview
The client is a Canadian multinational financial services firm providing a range of services to its customers either directly or through their employers. These services range from life insurance, individual wealth management, employer-sponsored retirement services, and health and dental benefits.More
The client is a Canadian multinational financial services firm providing a range of services to its customers either directly or through their employers. These services range from life insurance, individual wealth management, employer-sponsored retirement services, and health and dental benefits. In its continuing focus on customer service, it created a North Star vision for how it would evolve from a technology, way-of-working, and process perspective to provide excellent care for its customers.
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Client Background and Challenges
The client wanted to replace its outdated customer service systems and migrated to a state-of-the-art platform. Their platform needed to be in the cloud, reliable, scalable, provide the features required to offer outstanding customer experiences, and be amenable to the new ways of working of the business and technical teams.
- Requiring better infrastructure to provide an excellent connection with the customers
- An intact system that would not result in fragmented reporting
- To keep pace with today’s advancing technology