Customer Issue Analysis & Resolution for New Cash Management System for TBC Bank Georgia
Following the implementation of the new system, Spectramind ‘s Consulting provided a fast and effective business analysis solution for TBC Bank, Spectramind ‘s goal was to help identify the remaining transition issues and enhance the bank’s communication channels to prevent similar issues in the future.
During the project, Spectramind business analysts:
By providing a fresh set of eyes and objectivity to the online-banking transition project, Spectramind helped the bank to prioritize issues and strengthen relationships with its most important customer base. Customers have reported very high satisfaction with the bank’s willingness to invest in a process to listen to them and help solve their issues.
The gap analysis led to numerous rapid fixes to common issues, which were documented and communicated throughout TBC Bank . In addition, the technology vendor delivered fixes for the top 20 reported platform issues within three months of the gap analysis.
Internal processes and communication have received a tremendous spark from Spectramind ‘s expertise in business process analysis. One of Spectramind ‘s final recommendations to the bank was to develop a custom steering committee for large projects, which was quickly implemented. Documents have been redesigned for employees regarding new communication and training processes. The new communication channels opened as part of Spectramind ‘s analysis and process reform have reduced the “silo” effect and engendered new levels of trust between the bank’s regional offices.
TBC Bank plans to transition its online consumer banking platform to the same platform in late 2014, and the work provided by Spectramind ‘s will ensure a smooth transition. TBC Bank upper management made it mandatory that all bank employees transition to the platform by June 2 to gain familiarity with the product, share feedback, and head off potential issues before they occur. As many of the bank’s commercial customers are also users of its consumer online platform, these measures help strengthen the confidence level across the entire customer base.