Projects

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Bringing value
to the business

“You don't manage what you don't measure, you don't measure what you don't define, you don't define what you don't understand and there's no success in what you don't manage.” - W. Edward Deming.

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FSI Industry

Customer Use Case Library

The use case library is a collection of all known customer Cloud Use Cases across all Financial Services segments, categorized by segment, persona, line of business, product(s) used. The goal was to build a repository, a comprehensive list of customers use cases of all concepts, planned, in-progress and deployed workloads and use cases on Financial Services globally considered top unexplored use cases.

Sources:

  • Marketing assets - Customer stories, blogs and publications
  • Interviews - Sales, Technical Account Managers

    Tools:

    Data Studio, OnePage, G-Suite (Forms, Sheets and Slides).

    Results:

  • The Sales Team have an inventory of suggested workloads for customer
  • Transform Cloud professional services organization's insights into completed workloads
  • Provide a deep understanding to the Marketing team of what customers are doing on Cloud Computing Services
  • Compellent research database for Product Managers/Engineers on what areas may require product or solution investment
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    Data analysis = Cross-Sales

    Training opportunity

    This project was planned in partnership with the Sales Team and Technical Customer Support.

    Project Objectives:

  • Identify and map a specific customer’s solution
  • Generate training and services business opportunities across Brazil
  • Improve and customize training plans

    Secondary Objectives:

  • Guide the Technical Support team to identify training opportunities and redirect the necessity to the training area. Measure the ticket volume related to the lack of customer technical staff training.

    Tools:

    Microsoft Office, (Excel and PowerPoint)

    Results:

  • Training Area: New revenue source, Custom Training opportunities, Customer fidelization for future solutions, Customer Experience improvement
  • Technical Customer Support: Service potential to generate business opportunities from each interaction
  • Sales Team: cross-sales and new business opportunities
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    Training & Delivery

    Customer Satisfaction

    Survey Analysis and Management

    This Project was created to address a specific logistic problem and has become an ongoing Process.

    Process Objectives:

  • Increase profitability and growth by measuring customer perceptions of services as well as their level of trust and commitment to the business. Also, avoid metric decrease, process improvement, identify trends and new training opportunities.

    Process focus:

    Logistic,Training Content, Training material, location and infrastructure, Instructors performance.

    Actions:

    Collect, Analyze and prioritize the customer satisfaction survey after the training delivery.

  • Data structure and prioritization
  • Subgroup analysis
  • Statistical relevance analysis

    Tools:

    Data Studio, G-Suite (Forms, Sheets and Slides).

    Results:

  • Metric improvement
  • Risk management
  • Training strategy improvement
  • Customer Experience improvement
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    Customer Satisfaction Survey Analysis and Management

    Process Objective:

    Increase profitability and growth by measuring customer perceptions of services as well as their level of trust and commitment to the business. Also, avoid metric decrease, process improvement, identify trends and new training opportunities. Process focus: Logistic,Training Content, Training material, location and infrastructure, Instructors performance.

    Action:

  • Collect, Analyze and prioritize the customer satisfaction survey after the training delivery.
  • Data structure and prioritization
  • Subgroup analysis
  • Statistical relevance analysis

    Results:

  • Metric improvement
  • Risk management
  • Training strategy improvement
  • Customer Experience improvement
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