Success Stories

Our client’s success in meeting their goals is our most important objective.

Trillium Helps Banking Firm Improve Customer Recognition and Retention

Trillium Helps Banking Firm Improve Customer Recognition and Retention

Trillium’s Client is a large banking firm having issues with customer recognition and retention.  Changes in its client base, especially in the personal banking/wealth management area, caused issues with back-office systems related to collaboration, gaps in repeat business, and identification of new customers.  Technology understanding, integrations, and analytics were unable to meet the client’s needs, while also considering banking regulations. 

Client management determined that they needed to address these issues to develop a new, standard approach moving forward.

How We Solved It

Trillium worked with the Client using our proven/ structured review process and developed a new customer service approach, which included:

    Creating a current state roadmap of customer service, including gaps
    Generating use cases and requirements for a new customer service platform using Trillium’s proven Technology Selection process, including back office integrations
    Researching and vetting the best customer service approach that met the bank’s requirements for current and prospective customers
    Updating the roadmap with the new customer service processes
    Deploying a cloud-based customer service platform that met the client’s needs

 

Results

  • Deployed a cloud-based customer service application for the Client’s customers that also enabled our client to market to prospective custome
  • Reduced paper usage by over 40% in the back office
  • Streamlined and more effective collaboration between personal banking/wealth employees
  • Documented process maps simplified ongoing process and procedure changes

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Learning Manager Finds Passion in New Job

A Senior Talent Manager’s role in a financial services firm was eliminated as a result of a major restructuring.    She had worked for the company for over 7 years and was looking for an approach to find a new opportunity.  After spending several weeks reviewing the job boards, she came to the conclusion that she needed to identify another approach.  She was a strong networked and new that networking was the key, but she needed a framework to help position her for success.

How We Solved It

The Learning Management professional went through the Rapid Results Road-mapping session.  It provided her with great insight into the following:

    How her skills translated into different potential roles
    Who she should be focused on meeting with
    How her past results should be communicated to potential hiring managers

Within 6 weeks, she accepted a learning principal role in a national professional services firm.

Results

  • "The Rapid Results process enabled me to profile the companies I should target"
  • "I gained a framework to measure my progress, and I knew that the focus the road-map provided would accelerate my job search"

Making the Most of Network and Technology at a Marketing and Financial Company

Making the Most of Network and Technology at a Marketing and Financial Company

Trillium’s client is a Marketing and Financial company that offers rewards programs, merchant cash advance programs, and marketing services.  The company is experiencing growth within its partner network.  This has the potential to significantly increase the number of members that will be leveraging the company’s product and services along with the demand on its technology infrastructure. 
 
Due to growth within our client’s members and partners, there has been an increased reliance on their network in order to respond to user demands.  Recently, Trillium’s client began experiencing a number of network-related issues.  These disruptions have raised questions for our client as to whether the root cause(s) of the disruptions are people, process, or technology issues.  Additionally, the increasing demands resulting from growth have created concerns surrounding the risks the company may have with its infrastructure.  Client Management wanted to conduct an overall review and assessment of its infrastructure.  This included reviewing network architecture and infrastructure designs, as well as reviewing infrastructure operations people, process, tools and technology in order to identify potential technology risks to the organization.  This will assist our client in quantifying risks to company stability and growth over a 3-year horizon, and allow our client to make immediate decisions about their current network and systems and the organization and processes supporting their technology.

How We Solved It

Trillium first interviewed IT personnel and key stakeholders to determine a baseline for how well IT and networks were performing against expectations, as well as to help determine the technology and network needs from the organization in order to effectively support the client. Trillium reviewed extensive technology-related documentation and performed an analysis that would assist in identifying the best course of action.  Numerous recommendations were generated so that our Client would have a roadmap to its future actions, including: targeting future organizational structure; identification of key processes to be standardized across the organization; identification of prioritized factors along with their importance and our Client’s current capability levels; and prioritization of telecom initiatives.

Results

  • Network and technology stabilization path beginning by starting work on establishing IT Strategy, Rules of Engagement, and definition of Suc
  • Began to align the IT Organization to Capability Maturity Model Level 2
  • Standard metrics and reporting will help to stabilize the path forward

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Quality Assurance for IT Development Projects

Quality Assurance for IT Development Projects

This fleet management and leasing company needed a better way to track vehicle life-span and for online customers to compare and select the best vehicles for their specific needs. As one of the largest fleet leasing companies in the United States, they manage more than 300,000 vehicles and provide fleet leasing services to many Fortune 500 companies. This client was using a combination of custom built applications and spreadsheets to configure vehicles, calculate their life-cycle analysis (i.e., LCA - total cost of ownership) and compare vehicle costs for their clients. These calculations and vehicle comparisons were a highly manual, non-standardized and time consuming process. The bulk of the effort completed via spreadsheets that were not always consistent across the company, resulting in possibly erroneous dollar amounts.

The goals of the this project were to develop a consolidated, intuitive online resource to help corporate fleet users compare and select the best vehicles for their needs based on multiple criteria, to produce a standardized LCA process for selected vehicles with accurate pricing and to create and publish templates for use in ordering.

How We Solved It

Trillium positioned Quality Best Practices to improve the quality of the application code being delivered and to align quality expectations between the business and IT organizations

Results

  • Testing process and effort became more organized, structured and predictable
  • Quality of code improved considerably as the project approached production deployment date
  • Quality expectations of the solutions were aligned between the business and IT as final sign-off was collected prior to going live

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