CLA’s core systems faced incompatibilities and the organisation couldn’t make the necessary upgrades it so desperately needed. Built on a foundation of manual operating processes, the platform was draining time and effort, and was fundamentally stopping the organisation from reaching its business aspirations.
For such digital initiatives, it’s imperative a robust digital strategy is built from a thorough understanding of the customer, what they’re trying to achieve, and the current experience. So, we had to make sure the team at CLA understood the areas for improvement and how it benefitted both the business and the customer.
Equantiis worked alongside the team at CLA to gather valuable insight into the existing customer experience to uncover areas of improvement that are essential parts to the digital strategy.
By thoroughly unpicking the current way of working, it became clear where attention was needed first and foremost to deliver the most value. The framework used for CLA ensured all the fundamentals (people, processes, and technology) had been considered before any significant investment was made.
Without considering these fundamentals, CLA wouldn’t have been able to make informed decisions and as such, any large investments made could have gone to waste.
Armed with this information and knowledge, the team at CLA were well equipped to go to market and procure the right technology solutions that would help them meet their future business goals.The work provided a strong foundation for CLA to take the transformation into their own hands and ensure any technology partners understood exactly what they needed to deliver against.
The commercial landscape has been irreversibly changed. First by phone lines, and then the internet, email and apps. People have developed an expectation to have...
