A Division of Bank of Scotland
Designed and built service delivery infrastructure logic and technical machinery – a set of tools that manage conversations with customers and guide bank employees’ work – for a large new UK Internet and telephone bank that created its own distinctive retail market. The bank opened its (electronic) doors for business with 5 products and 1,400 employees 9 months after formal design work began, and captured more than 10% of the UK mortgage business in less than 2 years. The contribution was made possible by an conceptual simplification in which the 400 “essential processes” of a retail bank were reduced to five, reducing construction time and allowing the new bank to focus its attention on the essential matters of running the bank.