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Success Story - Marketing IT Services |
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Client:
Financial Annuities Group |
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Project:
Establishing Account Executives |
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Situation:
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User
departments in the annuities group of a major financial institution were
dissatisfied with the services they were receiving from their information
services organization. Departments felt they were in competition with
each other for IT services. Requests for changes and enhancements that
had been carefully scheduled by a department to be included in quarterly
releases of software were often found to have been slipped to the next
quarter when the releases were rolled out. IT resources that were
scheduled to work on new product offerings for a department seemed to
disappear to work on higher priority projects requested by others. |
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Approach |
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After consulting with
department heads, senior executives of the group and the group president,
the CIO launched several initiatives designed to improve customer services.
The cornerstone of these initiatives was the decision to introduce Account
Executives into each of the user departments to coordinate requests for
services and ensure IT commitments were understood, managed and kept.
To ensure Account Executives would have
the authority needed to succeed, Customer Services was established as a
department reporting into the CIO. A Vice President of Customer
Services was appointed who served as both an account executive and the head
of Customer Services. The IT Steering Committee allocated funds to
each user department to be used for their change requests and new product
offerings. These funds were released to systems development in IT by
the Account Executives through the Project office. |
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Results |
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Users regained control of
their information systems requests via the Account Executives. With
the combination of technical and functional skills possessed by the Account
Executives, prioritization of requests and projects was established and
customer satisfaction greatly improved. |
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To see details about the services
provided in this engagement, click on the button below: |
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Marketing IT
Services |
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