Leading edge adoption
Background
The Investment Association is a leading trade body that promotes and supports the Investment Management sector in the UK – it has over 200 + leading members including Aviva, HSBC, AXA & Invesco. It also supports the FINTECH sector in the UK and Internationally.
Ben was tasked to enhance both services to members (including digital best practices) & game-change the internal use of technology and adoption of modern systems. This was a diverse organisation needing a central lens on current practice, future focus and optimal structure.
Overall Impact
The digital software ecosystem was reduced by 40% with £80k month 1 savings. Most critically digital adoption and data accuracy rose by 80% & 26% respectively and we attained our highest ever staff and user satisfaction scores (up 25%). More so with increased resilience, he rolled out Cyber Essentials Plus (internally & externally), which enabled the highest-ever uptimes despite record increases in cyber-attacks.
What was done:
Gaining customer insight
The first step was to gain valuable insight from external & internal customers to baseline and map the current approach and ways of working. He also baselined leading organisations that exhibited best-in-class practice.
Proposing a new way
Having gained a detailed insight Ben worked closely to build a proposal to the SLT & board for a new strategy – focused on efficiency, relevance, training & resilience, underpinned by a move to the latest Salesforce & Cloudflare technology.
Once approved he then consulted with a range of teams to help evaluate wider issues such as opportunities to automate manual processes, better data capture & level of digital skills.
New attainable roadmap
Agreed by all the first step was to develop a bite-size framework for change that all understood and supported. Starting with the most popular – create a single view of the customer. Over 6 months 18 processes were simplified, team-specific dashboards made live and tailored member services created. Through a series of roadshows, Ben also established a network of Digital & Culture experts to drive innovation.
Conclusion
Ben left behind a highly agile business with a newly found digital-first approach commanding high levels of buy-in & user satisfaction.