Leading Global Investment Bank
This client is a leading global investment banking and securities firm; a provider of a full range of investing, advisory, and financing services worldwide to a substantial and diversified client base, including corporations, financial institutions, governments and high net worth individuals.

Challenge
With the growth of activity and volume within the Equity Capital Markets area of the business, the client recognized an opportunity to better serve their most important clients, the institutional investor, through the development and deployment of an Internet based service delivery capability. The Equity Capital Markets division focused their efforts on automating transactions between institutional investors and their sales traders. With the introduction of the investment bank's new service offering, the need to offer superior customer service and support to ensure the highest level of client adoption and satisfaction was imperative.

With the impending rollout of the newly developed online service offering, the client needed to develop a fully functional, responsive, knowledgeable and service oriented customer interaction center facility under considerable time constraints. The Customer Group, LLC. was selected and engaged to assist in the assessment, development, architecture and deployment of this Customer Interaction Center (CIC).

The Bank selected TCG for its expertise in:

• Customer Center Architecture
  
  
• Customer Value Analysis
  
  
• Enabling Customer Technology Solutions
  
  
• Customer Scores and Measures

Approach
The Customer Group was selected as the consulting partner of choice and engaged over a fourteen (14) month period to assess the service needs of this select group of valuable customers relative to this new online service. The Customer Group also develop a comprehensive blueprint for the ultimate client interaction center. The blueprint included a detailed operating model, program and process specifications, resource preparation and functional requirements. The Customer Group also designed a customer data collection processes that enabled the client to optimize the service at the lowest cost per customer contact. A series of metrics and management reports were developed to enable continuous performance monitoring and process improvement. The Customer Group managed the implementation of this plan, developed a comprehensive training program, hired interaction center personnel and even acted as interim manager of the center initially following the launch of the application.

Although the interaction center is operational and successfully supporting the web initiative, The Customer Group continues to be engaged in a number of additional initiatives which directly affect the firms' client experience. These initiatives include the on-going supervision and management of the Client Interaction Center, assessment and selection of a requirements management tool to assist in the website development and the assessment and selection of a "clickstream" application to measure client site adoption and activity.

Result
Effective support capabilities were developed and delivered on time and on budget. The Customer Group facilitated the implementation of a fully staffed and functional interaction center, ensuring that highly trained and licensed professionals would address all client needs in a timely manner from the outset. This center has a modular design that will enable it to grow as client needs expand. This client is now poised to assume its familiar leadership role in the industry as it increases its web-based offerings.