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Case Study

Relationship Management Workbench for Large UK Bank

UK based global bank with more than 1.7 M customers and presence across 60 countries was facing challenges in developing new functionalities for relationship management

Disconnected legacy CRM platforms and loose encapsulation between service layer and controller became obstacles for business reengineering and effective maintenance

Optimum was on-boarded to replace legacy CRM platforms & current framework with a one stop solution “RM Workbench 2.0” to provide a 360 degree holistic customer viewpoint.

The solution

Problem Area

Disconnected legacy CRM platforms and loose encapsulation between service layer and controller became obstacles for business reengineering & effective maintenance
Legacy CRM platforms were not in sync with each other as well as disconnected with other systems which resulted in non-uniform customer experiences
Presence of multiple vendors using different libraries, lack of customer centric approach and governance standards resulted in inconsistent user experience for Relationship managers (RMs)

Services Offered

Co-developed user stories & finalized UX designs using rich Bootstrap templates providing 1 stop solution for sales, RMs for best in class UX
Agile delivery of multi-year project with 100+ resources across project roles – PM, BA, Tech lead, Developers, Testers
Provided several scrum teams supporting Base SDK, Core Services, UI & functionality across CRM, Credit, CDD & Documentation

FUNCTIONALITIES CREATED

Key features across marketing, sales, credit functions such as prospecting, pre-screening, SDM, BCA, Credit Limit, RWA, EPDM, Deal Centre, portfolio view, call report, RM Scorecard, dual recognition, trade pricing, pitch Books, Research & Market News were implemented

TECHNOLOGY USED

Micro-service architecture with Springboot (Tomcat container), SPA framework with ReactJS
Oracle policy automation (OPA) for business rules automation, Database as a service (DaaS) using ORACLE RAC

Benefits Realized

Human centric approach to understand user journey maps along with BootStrap reusable components provided a holistic view of customers with best in class UX

Springboot CLI & Convention over Configuration (CoC) technique shortened the code development cycle significantly

MVC framework separated the service layer from controller resulting in shorter turnaround time for reengineering

Relationship management workbench 2.0 provided a holistic view of customer across products, consistent experience, enabled relationship activities, digitizing manual activities

New workbench enhanced productivity of relationship managers/staff, increased management visibility, improved customer intelligence & secured customer data