Integrated Risk Management in Financial Services Success Story

Business Challenge

• Shared Services digital transformation to replace legacy, generic Salesforce solution.
• Siloed custom ServiceNow applications, lacking UX and employee engagement.
• Lacking strategic solution for operational risk management.
• Cost and time pressures needed to partner with the right expertise.

What we did

• Provide certified, experienced ServiceNow consultants including Certified Master Architect oversight.
• Custom ServiceNow applications back to OOTB.
• CSM rapidly deployed for high-value use cases, removing the reliance on Salesforce.
• Data migration and instance hardening.
• Worked closely with ServiceNow account team at all stages.
• Implemented GRC with a focus on operational risk management and breach disclosure.
• Data migration of historic risk events.

Outcomes

• 25% reduction in emails.
• 40% reduction in time on phone calls.
• 25% faster case handling time.
• Repeatable process to onboard additional CSM use cases.
• Risk mitigation and Compliance with data breach disclosure as per Australian Privacy Act.

Differentiators

• Iterative design and delivery approach.
• Advisory and architecture led design phase to pull together multiple department level requirements.
• Fit for purpose risk solution based on knowledge of regional regulatory and compliance frameworks.