Case Studies

Program Management: Loyalty Case Studies

Business Context

  • The Client is a Fortune 100 Financial services company
  • The Ecommerce platform has multiple sources for rewards points causing higher call volumes, call wait times, and impact to customer satisfaction
  • Business is looking for a platform which can improve user experience and lower servicing time and cost

Engagement

  • Make consistent and accurate real time rewards points balance available to customer while reducing number of calls and time/call for Service Reps
  • Designated ‘Top Project’ based on high level of business interest, visibility and value
  • Spanning over 10 onsite and offshore teams consisting of 50+ team members, $6 MM budget

Technologies Used

  • Customized Method1 (SDLC)
  • Clarity
  • MS Project Plan
  • HP Quality Center

Results

  • Managed project to schedule and budget in face of shifting priorities, significant design changes and an unstable test environment
  • Streamlined project execution by establishing clear communication channels at all levels
  • Expedited issue resolution by driving visibility and structure in the resolution process