When Link Financial (Link), a major European finance house that relies on the telephone to support customers and provide first-class service, was evaluating the acquisition of BCMGlobal (BCM), a European loan servicer, it needed support. It called us in at MBR-UK to evaluate and understand how BCM’s systems operated and integrated with telephony. Link wanted to understand in detail what was in place and, more importantly, to know what was needed to successfully fulfil the needs of its teams.
Following acquisition, we project-managed the decommissioning and installation of a new system in the first three of five locations. Full replacement took just eight weeks and achieved substantial savings. Throughout the process, we created comprehensive templates for system replacements, while working closely with the local teams to allow for seamless current operations and subsequent migrations following our exit.
Planning and discovery:
To understand how the sales and service teams operated across it’s four territories, we engaged with users through site visits and face-to-face conversations. We fully immersed ourselves in their style of operation. The result was a comprehensive and useable report that described the telephony upgrade requirements that would deliver maximum efficiency with minimum disruption.
Project management and migration:
Following due diligence, we were asked us to stay on to project-manage the migration from the old telephony systems to the new at three sites across the UK, Ireland and Italy. Our broad-ranging approach provided for a seamless transition and ongoing support. We covered everything from technology demonstrations and coaching to hand-holding and training for support teams to allow for ongoing operations. The entire end-to-end journey across all three locations took just eight weeks. During that time we deployed new equipment and systems, and achieved significant cost savings at each stage.
Transition and exit
We concluded our work by compiling a comprehensive suite of documentation for the client to complete the project seamlessly after we finished. The idea was to give Link everything it needed to continue supporting the newly migrated locations and to be self-sufficient over future system migrations at the remaining locations. So we provided cookie-cutter templates covering everything from equipment and suppliers, to the training and coaching tools that would enable maximum speed and efficiency of technology take-up. We wanted to leave our client feeling fully satisfied with the end-to-end project and services we provided.
Testimonials
“I had the pleasure of working with Rachel on a significant project, and I cannot recommend her highly enough … a driven and passionate project manager, deeply committed to the success of the projects she undertakes … Rachel demonstrated exceptional accountability, consistently holding our vendors to high standards and ensuring that the project stayed on track … One of Rachel’s standout qualities was her cost consciousness, and she diligently sought opportunities to save money without compromising the quality or integrity of the project … an invaluable asset to any team.”
Indy M, IT Director, Link Financial
“Rachel is a super project manager, who has managed to deliver an extremely complex migration from our current telephony providers to a single provider, smoothly and without fuss. She’s got probably one of the nicest temperaments I’ve ever come across in a PM, and a skill for getting people to deliver what they have to, and do it in a way that makes people like her!”
Johnny Cox, Head of IT Strategy & Service Delivery, BCMGlobal