CASE STUDY
Financial Services
A credit card brand with $13B in revenue annually
Problem
There was a manual and paper driven Collections process driven by phone calls and letter.
Solution
Project I
Setup their Collections product value stream identified waste in manual and paper Collections process. Enabled launch of text to pay features for recovery payments 60 days past due. Provided certification skills training in key technical areas.
Project II
Collaborated in building out their product delivery structure at scale, enabling them to implement interactive freeze-it and points collection features aimed towards college students to manage their first credit card.
Our Frameworks
Scaled Agile Framework
Kanban
DevOps
ITIL Framework
Design Thinking
IMPACT METRICS
125 Team Members
Trained and Certified
APPROACH
Trained and certified 125 team members at the program and portfolio level on Scaled Agile Framework (SAFe).
Coached Change Agents to lead continuous improvement efforts on agile methodology.
Led digital transformation efforts for collections value stream including certification training, custom curriculum, team and program coaching as well as workforce development plan.
Effort to expand digital experience as well as reduce waste in customer journey.
