With offices throughout the U.S., Charter Oak’s network of financial professionals helps clients with a variety of financial services.
“We’re lean and mean,” Rojas says. Her department supports the IT needs of 300+ financial professionals and nearly 200 other staff with only a handful of full-time employees.
With TeamDynamix, the practice optimization team has created a single point of contact for IT and other types of support: a “one-stop shop” for people to get help.
“We had a merger three years ago, and people are still trying to learn names, functions, and responsibilities,” Rojas says. “Seats changed, and responsibilities changed. So, we said, let’s just keep it simple and use one email address and one phone number. With that, we’re providing the simplest way that people can find an answer to their questions.”
Automated workflows help ensure that IT service tasks are completed in a timely manner, and Rojas and her team have full visibility into the status of service requests—as well as the data they need to measure the team’s effectiveness.
Besides improving the ticketing experience for users, Rojas’ team has also streamlined offboarding processes, and they’re now working on transforming onboarding and developing the knowledge base.
“When you think about bringing someone into an organization, there’s so much that needs to be done,” Rojas says. “We want to help that person feel welcomed into our organization, understand the entire platform and who to talk to. We need to think bigger and bolder and then have some consistent way to deliver that experience, and TeamDynamix lines up well for that.”
At Frontwave Credit Union they’ve adopted a digital-first strategy to deliver a heightened experience to all their members. Based in Oceanside, California, Frontwave has experienced a lot of growth over the last few years and that’s resulted in many competing priorities as the organization continues to scale. Because of this, there is a renewed focus on understanding process excellence.
“We’ve dubbed this year the year of the process, and that’s where we are really focused,” explains Roger Estrada, Vice President of Process Excellence and the Program Management Office. “We are meeting this increased demand by restructuring what we do and how we do it by making our processes scalable, creating better escalation paths, providing self-service opportunities and prioritizing requests based on different criteria. But it all begins for us by really understanding our value stream and overall service flow.” Estrada and his team work cross-functionally with IT, Operations, Finance and many other groups to support the respective team’s initiatives.
The process excellence initiative dovetails seamlessly with leadership’s digital-first vision.
When it comes to IT Service Management (ITSM), Estrada said the organization is hyper-focused on reviewing processes and ensuring there aren’t any non-value add steps that result in friction or a bad experience, “We want to make sure we’re properly set up to meet the needs and demands of our organization and our customers.”
To do this, his team engages with the IT organization to help uncover any areas for improvement. With the organizational focus on digital-first, Estrada is tasked with finding opportunities to support this vision. The PMO team is doing this by listening to the voice of the process, gathering data and analyzing it critically to really see where improvements can be made.
As an example, Estrada worked with IT leadership to identify areas where IT technicians were spending too many hours on manual work. “As we started evaluating our processes, we were seeing there are a lot of manual processes that cause a drain on our resources,” Estrada said. “We think we can get some positive results and benefits by introducing some automation.”
“Many IT teams are loaded down with service tickets, so we wanted to look at our processes and see where there are opportunities to automate ticket resolution and find ways to improve our ease of service,” Estrada said. “The quicker and easier it is to resolve tickets, the better the experience is.”