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By
January 05, 2020

2019 AWARD FINALIST SPOTLIGHT: Refinitiv - Finalist in the Operational Excellence to deliver Digital Transformation Category

 

Read this article about Refinitiv, one of our finalists, in the category Best Achievement in Operational Excellence to deliver Digital Transformation, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.

 

Refinitiv Logo

  

 

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THE CHALLENGE

Refinitiv is one of the world’s largest providers of financial markets data and infrastructure, serving over 40,000 institutions in over 190 countries. It provides leading data and insights, trading platforms, and open data and technology platforms that connect a thriving global financial markets community.

 

Over the years, the company has made significant investment to offer a world-class suite of products, however customers were indicating that getting access to products and managing accounts was a significant problem: time-consuming and error prone.

 Copy of Provide an Excellent Customer Experience with the perfect Mobile Customer Journey. (24)

 

Customer dissatisfaction was mirrored by internal frustration in the order process. Unnecessary complexity and inefficiencies were embedded in the culture and operational structure. Sales teams were dependent on their administrative partners; and administration teams were working with outdated systems, which made processing orders manual and time-consuming. Hand-offs between the two teams drove longer than ideal turn-around-times for entitling data and delivering order forms to customers.

 Genesis Leadership Team

 

SOLUTION

In 2014, Refinitiv launched a multi-year transformation program to streamline operations, digitize and automate processes, create a high-performing sales culture and provide a better customer experience. To determine the scope of this project, they performed a thorough gap analysis of the existing order to cash process through engagement with the business and IT teams. Ultimately, they would need to drive a meaningful improvement in the customer experience and deliver revenue at a faster pace. This required building an automated sales process that would deliver order forms, entitle products, and manage billing, while streamlining and simplify the internal workflow.

The company created one contract type for customers, one universal online order form, a product selection tool and a single price list. They introduced tech savvy products into their day-to-day workflow, shifting order processing and invoice generation onto Salesforce, and executing order forms with DocuSign eSignature capabilities.

 

RESULTS

With the new setup in place, Refinitiv has simplified the complex order fulfillment process, streamlined contract management, and eliminated pricing irregularities. Sales representatives have expanded visibility across account activities, and can provide more effective and tailored support for customers. They spend less time on the administrative burden of account maintenance and focus their efforts on driving new revenue. With the integration of order processing on Salesforce and DocuSign, they have greater autonomy to ensure deals close in a timely manner without reliance on other groups or archaic manual systems.

 

Over 15,000 accounts have been migrated to a newly automated sales platform, 500+ enhancements have been delivered for users and 200+ countries have been onboarded to an improved digital experience.  With the legacy processes, 80% of sales requests were revised or adjusted by administrative teams before being sent to customers. Now, orders are processed accurately over 90% of the time. The company has seen a six fold improvement in how quickly they can get their flagship product out of the door; and on average, order forms are delivered and signed twice as quickly as in the past.

 

Most significant of all, their latest Customer Experience Monitor Survey shows customers using the new process are significantly less dissatisfied across all touch points in the sales experience when compared with legacy.

 

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About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners for all categories and for The Platinum Awards will be announced at The Business Transformation & Operational Excellence Summit & Industry Awards on Wednesday March 20th, 2019, from 6.30pm, in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort®. 

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The 2019 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit on March 20, 2019 in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando™

 

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BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort®

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

 

Quick Links

Speakers

Agenda

BTOES19 Awards

 

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 


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