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

Download this Success Story »

Trillium Helps Global Law Firm Improve Customer Experience by Changing Service Management Processes

Trillium Helps Global Law Firm Improve Customer Experience by Changing Service Management Processes

Trillium’s client is a global law firm having issues servicing its internal staff.  Rapid growth to 1500+ worldwide offices caused gaps in the organization’s ability to adequately service its employees.  Also, numerous non-integrated back office applications caused double and triple data entry to keep internal systems up to date, causing internal errors and increased cost. In addition, the international nature of the firm presented confusion in processes and procedures, causing potential for customers viewing the firm negatively.

Client management determined that they needed to address these service management issues immediately. 

How We Solved It

Trillium worked with the Client in a structured manner to review and determine a service management approach, which included:

    Creating a current state roadmap of service management including gaps
    Generating use cases and requirements for a new service management platform
    Researching service management platforms that met the firm’s internal requirements
    Identifying a cloud-based service management platform that met the client’s needs foundation
    Updating the roadmap with the new service management processes

 

Results

  • Deployment of a single service management platform globally
  • Financial savings and procedural efficiencies with self-service access and automated task assignment
  • Enhanced internal and external reputation and profile
  • Living process mapping documentation can be used by the client moving forward

Download this Success Story »

Minimizing Content Management to Maximize Productivity

Minimizing Content Management to Maximize Productivity

The business division of a major national Medical Association provides market, clinical, medical, and community information and research services to the healthcare and insurance industries, and also serves as a source for several health care and facilities-related trade publications and publication websites.  Over a long period of time, our client had either created or procured a number of applications and databases to maintain its data in several different formats.  As a result, content created for the publications/publication websites had to be processed at least twice – once for physical publication, and again for the publication websites, so keeping content in sync was a nearly impossible task.  In addition, the existing applications did not assist the organization in suggesting/upselling content for its own customers.  Supporting this environment was difficult for the business organization because the numerous technologies were not flexible or smart enough to work with and post the data efficiently, not to mention the strain on an already stretched internal IT organization.

Both the association’s staff and the IT organization were frustrated with the multiple databases and systems used which were very high maintenance in contrast to their very low performance.  After several failed attempts to buy or build a new solution or set of solutions, IT and the association’s internal staff recommended buying a vendor solution that could be configured by the vendor as needed by the client, instead of a solution that would require numerous customizations.  Additionally, the current set of applications was hosted internally, and the client wanted to obtain a cloud-based Software-as-a-Service (SaaS) solution in order to minimize its hosting and maintenance expenses and activities.

How We Solved It

Trillium used its Proprietary Vendor/ Software selection process to identify the best content management publishing solution and vendor to meet our client’s needs.  We reviewed both the client’s existing IT infrastructure and systems to identify their go-forward business and technical requirements.  After the selection process, we assisted the client in selecting a SaaS-based system that consolidated its storage and access, providing faster content creation and posting/publishing with a unified customer view.

Results

  • Client had a single application to be used for all data and content publication
  • Client had the ability to consolidate online and print publication processes into a single process.
  • Replaced multiple older, high-maintenance systems with a single high-performance, cost-effective and integrated SaaS solution

Download this Success Story »

Giving Users the Power of Automated Provisioning

Giving Users the Power of Automated Provisioning

This for-profit division of a major national Medical Association provides market, clinical, medical, and community information and research services to the healthcare and insurance industries, as well as consumers.  There are numerous health-related websites maintained for use by its members and the public.  Additionally, the client was developing a new online application to replace a paper volume of thousands of data points for its members and eventually for purchase to those outside the association, with a short implementation timeframe.  With a membership of several thousand, including the possibility of numerous users within each member, current provisioning applications and processes became unworkable, and were not robust enough to be used for a large number of users – not to mention that manual provisioning would have involved significant staff additions.  It was determined that the best solution would be a single user provisioning and access control system that could be initially deployed for the new application, and then deployed for the rest of the Association’s applications.
On the technical side, because of the number of new users that would require provisioning, the already over-taxed IT Department simply did not have the capacity to support the functionality needed.  The association’s staff and IT department had their own technical frustrations with their own provisioning system.  Since previous to this endeavor the client was only responsible for provisioning internal users, they had nothing in place to provision thousands of users in a reasonable, cost-effective manner and required an automated system that could address internal as well as self-service provisioning at member organizations. An automated provisioning system would give the client flexibility in its access control, along with giving its members the ability to control provisioning for the members’ own users. 

How We Solved It

Trillium performed a rigorous technical review and requirements analysis prior to leading a fast-track selection process to identify the best provisioning solution for the client’s needs.  The review confirmed that an open-source solution would best serve the client’s needs both from technical and financial standpoints.  Then, the selection process was conducted to identify the best implementation partner for the identified open-source solution.  The partner chosen will have an ongoing client relationship both for provisioning build and as a maintenance partner, working on a fast-track implementation schedule.

Results

  • Client has an open-source application for user provisioning and access control, along with its implementation partner
  • Implementation of a standard provisioning system allowed client to begin to replace older custom provisioning systems and manual processes.
  • Client met the deployment schedule for its new online application with its new provisioning system in place

Download this Success Story »