Transforming multi-service delivery with cutting-edge digital client platform

Results

  • Achieved 13.7% in monthly savings
  • 65% efficiency gain in client brief and intake process
  • Increased productive volume capacity by 22%
  • 100% compliance with client’s InfoSec policies

Story

An American multinational investment bank and financial services company has over 200,000 employees and $1.2 trillion assets under management. Focused on continuous growth in the market, the company relies on operational excellence to drive new business and relationships. More than 20 years ago, they appointed Williams Lea to manage their desktop publishing and creative services to support bankers’ pitchbook creation.

  • Challenge

    As the firm’s business grew, so did their expectations of service quality and operational efficiency. They wanted a more streamlined workflow and consistent performance tracking and reporting methodologies across regions, all while reducing labor and operational costs. Being in a highly regulated industry, the client also wanted stronger compliance with their information security policies.

  • Solution

    To further support the client’s continuous growth, Williams Lea implemented ENGAGE, our proprietary digital client platform designed for end-to-end support service delivery. With ENGAGE’s workflow technology, our team was able to streamline the service delivery process, from job intake and tracking to completion and feedback, achieving a 65% efficiency gain in the client brief and intake process as well as optimizing resource utilization and allocation, and increasing productive volume capacity 22%.

  • Williams Lea also implemented tight security protocols to protect the client’s data. With ENGAGE’s strict “Need to Know” access management and chain of custody controls, as well as 24/7 monitoring of external data threats, there was 100% compliance with the client’s InfoSec policies.

With ENGAGE’s workflow technology, the client achieved a 65% efficiency gain in the client brief and intake process as well as a 22% increase in productive volume capacity.