CASE STUDY

Improving Client Satisfaction with a Re-Imagined Client Journey at Global Asset Manager

Challenge

A global asset manager wanted to re-imagine and digitize the onboarding and service experience for its clients. The company needed alignment to ensure success after previous initiatives by internal project teams had not produced desired results due to a lack of clarity on the client experience.

Approach

The SSA & Company team facilitated workshops with stakeholders to identify key pain points in the current-state client experience, developed a target future-state journey map, and conducted an agile training session for employees, overseeing the first 4-week sprint to develop digital document submission capability. We leveraged journey mapping and Design Thinking to transform the customer experience, architected the Target Operating Model, including people, process, technology, & governance to support the new client journey, and defined a new, ‘value-first’ client journey to drive engagement.

Results

50%

Drove 50% improvement in customer satisfaction

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Results

50%

Drove 50% improvement in customer satisfaction

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