Objectives

  • To undertake radical end-to-end transformation of customer experience for digital channels.
  • To become industry leader as Financial Services partner
  • To service 70%+ customer service requests through Digital Channels
  • To design and build platform with agility to add new business functionalities at faster speed without technology changes

Challenges

  • Less conversions from Digital Channels for new customer acquisition
  • Less adoption of Digital Channels for customer service requests
  • Inconsistent user journeys across digital channels
  • Time consuming lengthy steps to complete user transactions
  • Custom development without platform approach requiring a lot code changes for adding / updating business functionality

Challenges

  • Less conversions from Digital Channels for new customer acquisition
  • Less adoption of Digital Channels for customer service requests
  • Inconsistent user journeys across digital channels
  • Time consuming lengthy steps to complete user transactions
  • Custom development without platform approach requiring a lot code changes for adding / updating business functionality
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Solution

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User research by interviewing end-users and stakeholders to define human-centered design (HCD).
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Identified end-user needs, current challenges, future expectations from future-state user journeys across digital channels
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Created customer experience strategy to envision journey from current state to future state with simplified user journeys
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Architecture and Design of Customer Experience Platform with reusable business components with agility to add / update new functionalities
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Quick prototyping to seek early feedback from end-user during evolving phases of design so that design can be refined at early stages
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Launched MVP solutions within 12 weeks of design strategy with continuous release of new business functionality.

Technology

Adobe Experience Manager, Angular JS, HTML/CSS, Java micro-services, Adobe analytics, Adobe campaign, AWS cloud, DevOps, SAFe agile execution

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Outcome

100% consistent brand experience
12 weeks for first go-live of business solution
75% of customer service through automated digital channels
20% new business from online channel
25% increase of conversion ratio
50% increase in digital channel adoption by end-users

25% reduction in user time to complete online transaction.

DevOps Engineer

Industry experience: 10 Years
Location: Pune

To apply for this opportunity, write to us at careers@agivant.com with the following subject: AG5111-DevOps Engineer

Agivant is a new-age AI-First Digital and Cloud Engineering services company that drives Agility and Relevance for our client's success.

Powered by cutting-edge technology solutions that enable new business models and revenue streams, we help our customers achieve their trajectory of growth.

Agility is a core muscle, an integral part of the fabric of a modern enterprise.

To succeed in an ever-changing business environment, every modern organization needs to adapt and renew itself quickly. We help foster a more agile approach to business to reconfigure strategy, structure, and processes to achieve more growth and drive greater efficiencies.

Relevance is timeless, and is the only way to survive, and to thrive.

The quest for relevance defines the exponential acceleration of humanity. This has presented us with a slew of opportunities, but also many unprecedented challenges. With technology-led innovation, we help our customers harness these opportunities and address the myriad challenges.