B2B Service Transformation — CRM & Request Workflows
Description
Context
The project focused on modernising how corporate-client requests were handled across the GPB Business Online ecosystem and its support lines. It combined process reengineering, development of supporting IT systems and clearer management information.
Analysis and delivery
I provided business-analysis and methodological support for process optimisation and reengineering. I modelled the end-to-end AS-IS and TO-BE processes in BPMN, documented the target state and prepared business and functional requirements for changes to the supporting IT systems. I worked with the Product Owner, business stakeholders and technology specialists to prepare delivery documentation and assess the economic rationale of proposed changes.
I also analysed corporate-client requests to identify recurring problem areas and formulate recommendations for products and services within GPB Business Online. For operational visibility, I prepared process analytics by support line and monthly digests for management and the working group, using Process Mining as part of the analysis.
Outcome
The wider transformation contributed to reducing average request-processing time by 57%, from 3.5 to 1.5 business days. A real-time process dashboard covering SLA, request topics, support lines and products reduced preparation of the monthly management report fivefold, to one business day.
My Role
Worked as the business technologist and analyst supporting process reengineering: AS-IS/TO-BE modelling, business and functional requirements, target-state documentation, stakeholder alignment, economic assessment of delivery items, client-request analysis and process reporting.