FIS 2021 AWARD FINALIST CASE STUDY: Best Achievement in Operational Excellence to deliver Business Transformation

Read this article about FIS, Finalist in the Best Achievement in Operational Excellence to deliver Business Transformation, selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.

Client Engagement Center of Excellence SNOW Customer Request

FIS consolidated 10+ project fulfillment tracking tools into one centralized platform called ServiceNow (SNOW) Customer Request. Previously to Customer Request, internal teams were operating on 10+ platforms – causing widespread inconsistency and disruption in how we worked with clients. In addition, it created inefficiencies for the team's retaining visibility and attention to client requests across Outlook and service management platforms like Jira, RPS, Quickbase, and more. Our team realized a need to condense platforms and implement a modern project fulfillment tracking platform to save time, increase efficiencies and enhance the employee and client experience. With Customer Request, we created one centralized location for colleagues to track project requests opened by a client or another FIS team. We removed the manual workflows and decreased the time for employees looking across multiple platforms. Employee in-year hours saved is now 9,278.

From a client perspective, we enabled them with more on-demand options by implementing this tool. We streamlined the approach to project requests and created a single view into their current requested projects allowing them to self-serve. In addition, they can personalize their purchase. The amount of time it takes to bill the client has significantly reduced, providing a better and seamless client experience.

How did we achieve this, you may ask? Our team worked vigorously to onboard and train 2,785 internal FIS colleagues and 13,867 client entities over four short months. It was no small feat and required an extensive training plan, employee and client demonstrations, and over 30+ communications to prepare for this transition. As a result, we improved internal efficiency and decreased the time taken for clients to submit a ticket. We accomplished this all while increasing productivity and maximizing the client experience.

Digital Transformation & Operational Excellence Industry Awards 2021

About the Awards

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

The winners will be announced at the Awards Ceremony at The Digital Transformation & Operational Excellence World Awards (DTOES) on Wednesday, December 15th, 2021, from 6:30 PM at Renaissance Orlando at SeaWorld®.

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

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2021 on December 15, 2021, at the Renaissance Orlando at SeaWorld®. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

Speakers

Agenda

Highlight Video

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

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

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

BTOES 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 through all day enhanced networking and interaction opportunities, including

For more information please email info@proqis.com