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Published by emma.price, 2021-08-23 11:40:16

Customer News Edition 1 110821 v6

Customer News Edition 1 110821 v6

Customer Bytes

Edition 1

Confidential September 21 1

Welcome to the first edition of Customer Bytes! 2

We know how great it is to hear what’s going
on across the business and how we are
impacting our customers

Every quarter we will round up all our
customer news and feedback and share what
our customers are saying about our products
and services, how the products and services
are helping their business, their customers
and their people and anything else we think
you might find interesting.

The document and content within it is
confidential and as such please don’t share
with anyone outside ActiveOps.

We very much hope you find this insightful.
Enjoy the read!

Confidential

“What our customers are telling us.....”

Commenting on the recent implementation with Barclays BFA COO said, “you should feel really proud
of creating such a huge positive impact on Barclays colleagues over the last few months. You have
been a great support from day 1 and at times it has been challenging but together we have come
across the finish line"

Graeme White, Head of Consumer Processing, from Bendigo & Adelaide Bank today, told us the London
business is very happy with ActiveOps and that he is leading an internal initiative to lift it to an
Enterprise level. Looking at another 400-500 more ASM's to come on board. He also mentioned that
in a meeting with Deloitte's, IBM and Boston Consulting Group that he gave us a very glowing review,
which was reciprocated. Great to have such a huge advocate shouting our praises.

Great Feedback from a senior customer sponsor at Nedbank, Christo Davel, COO at Nedbank Johannesburg
Insurance. "We are so grateful that we have AOM, it would have been a nightmare for us (to manage
through Covid) without it. We're so glad the decision was made to implement it in 2016 and are now
picking the fruit (referring to the benefits received and the ability to manage through Covid)". "I
cannot imagine running an operation without it". Couldn't get a better advocate as we continue with
our expansion campaign in Nedbank!.

Confidential 3

Investing in AO skills and knowledge

Despite being a customer for over 10 Following a huge amount of refresh activity The US coaching team "virtually" attended a
years and a number of mergers and (the largest T&I deal last year), Business and very special ActiveOps Graduation ceremony
acquisitions over the year this customers Private Banking have expanded the use of our with TD US Bank,
still continues to invest in maintaining its tool to an additional 600 users. Initially a The approach had a CI approach to re-cap the
AOM capability. Delivering an ongoing smaller scope was expected however in a sign journey, and a 'virtual graduation ceremony'
refresher training programme for of continued and growing commitment the with e-distribution of certificates accompanied
managers and most recently supporting significant sponsorship by senior management by a real photograph of the person during the
one of the team through Coach to take advantage of the visibility and control of their high-school graduation! The event was
Accreditation our method and tool deliver it went further well received, the delegates were excited and
than we expected! Continued evidence NAB very happy and met with rave reviews and
are fully committed to our method and tool feedback from the customer.
after almost 14 years of use.
Confidential Bangalore
4

Enabling customers to respond to new ways of working….

Adelaide Moving to a remote working model was key for HL as even before the Pandemic struck they were
grappling with office space. their office premises. Our software was key in enabling the move to
Confidential remote working and he purchase of a further 80 licenses last month with a further 80 planned at
renewal is great evidence of the ongoing value to the customer.

Nationwide has been one of our model radical customers so far in moving to a ‘work anywhere’ model.
With close to 60% of their staff indicating their preference to work remotely Nationwide have listened
and responded. A number of satellite offices are now closed as a result. They have told us they would
not have had the confidence to take this strategic decision without Workware and AOM in place. See
more here https://www.nationwidemediacentre.co.uk/news/people-power-13-000-employees-put-in-
control-as-nationwide-rolls-out-work-anywhere-approach

The largest user of Workware across ANZ is the Client Service Operations function with over 5000
users. The insights provided by Workware have been key in demonstrating the business case for a
complete move to WFH. The business case was agreed based on the ability to monitor performance
which is of course the case with Workware. ANZ are very keen to ensure performance data for both
WFH and in the office is key data point available in CiQ in the future. Very powerful that our insight is
Dallas supporting strategic business decisions such as this.

5

Implementation news

❖ The recent WorkiQ implementation in Absa is already demonstrating huge value to senior managers and the team. It quickly highlighted that team
members were getting up in the early hours of the morning to log in due to next work issues. Their manager spotted this activity in WorkiQ and
ControliQ was showing them actually starting work at the expected time. The manager was able to raise with IT who we able to resolve the issue.

❖ ChrisKrzysztof Dabrowski COO of mBank praised the team for such a smooth implementation. No mean feat given the managers being coached were
Polish and all the coaching had to be done with a translator supporting. Benefits are tracking to targets so a huge hats off to our delivery team for
what is definitely one of the more unusual and challenging assignment!

❖ One of our longest standing customers SS&C (with whom we started our relationship in the UK over 10 years ago back when they were IFDS) have
recently expanded into a US part of the business with 700 user in the US and India.

❖ The Brewin Dolphin implementation achieved great customer engagement and feedback. Our Lead coach Lauren Monaghan, is really positive about
CiQ saying how she and the coaching team love it's simplicity and how much easier it is to manage large core task lists, WIP capture, and amending
any weird work in figures. Kevin Butt Head of Operational Excellence and our senior sponsor commented on a seamless delivery. Worth noting that
Kevin initial experience of our products and services was at Natwest and following his move to Brewin he bought us again. A really great sign of
advocacy!

❖ Following a successful proof of concept in the Natwest Customer Due Diligence function CaseWorkIQ will be implemented to around 650 ASM’s
across the business. In this area of the business it is key to understand effort associated to the case in its entirety and therefore understand which
tasks are completed on which cases. solution successfully met all the needs outlined by our customer stakeholders with Team Leaders really loving
the reporting.

❖ Move Bank is our first customer to purchase WorkiQ in APAC. Implementation has gone so well that the Chief People Officer Nikke Hudson is looking

to extend across the whole bank. While not a large implementation, the insight into applications and the benefit it provides to management to

support better understanding of staff wellbeing is not only encouraging further use, but also assisting us locally with advocacy as other smaller Banks

also look for a quick solution to help them solve the various challenges associated with a predominantly remote workforce.

Confidential 6

Customer advocacy

Customer advocates are hugely important. These are the people Site Visit 2020 versus 2019
within our customer businesses who publicly support and or
recommends our products and services. We actively target and Customer speaking at conferences about the value
track Customer Advocacy as a key measure of the value of our of ActiveOps increased by over 40%.
products and health of customer relationships.
References increased with a large number of clients
We track the following reference activities to measure advocacy Conference involved in four or more with Barclays, DXC, Fifth
• introductions to other business areas of customers, case Reference Third and NAB who involved in 7 or more.
• studies,
• reference calls with AO customers/prospects Customer introductions to new business areas and or
• speaking at conferences on AO related topics new customers increased by 60%
• hosting site visits for prospective clients.
10 20 30 40 50 60 70 80
We have made great progress over this 12 month period in all Case Study 2020 2019
advocacy reference types with the exception of site visits which
has been understandably impacted by the pandemic.

The involvement of Charles Berry Director Software & Introduction
Professional Services at SS&C and Nicole Mott Account Business 0
Manager at DXC in speaking with potential investors about the
value of Workware and AOM in their business as part of the IPO 7
process is a huge testament to their confidence in our products,
services and people.

Confidential

Petronas

We couldn’t ask for a better demonstration of advocacy than that from the Global Head of Resource Services for Petronas. At the recent
Shared Services and Outsourcing Network conference “Future of Work and Digital Business Resiliency” presenting on ‘Leveraging Human-
centered Technologies to Sustain Workforce Productivity and Deliver a Positive Customer Experience in a Remote Work Environment’ she
specifically promoted ActiveOps tools and method, and the benefits delivered and the significance of our technology and AOM practices in
the smooth transition to Work From Home during the Pandemic. The customer has extended usage across the business which is of true
testament to the value we are delivering.

Confidential 8

Enabling TD Bank to navigate the pandemic.

“When we brought AOM in during Summer of 2019 I
was confident that it would allow us to work smarter.
Once COVID-19 hit, we really saw the value. Our
colleagues lives were disrupted, we went to W@H,
volumes changed by AOM was our GPS. It allowed us
to navigate all these new hurdles, get back on track in
just a few weeks and then achieve higher levels of
production.”

Tom Frosina
Head of Retail Card Services Operations TD Bank
Americas Most Convenient Bank

Read the full story on the impact of ControlIQ in helping TD navigate the Pandemic Workforce
Management Software (WFM) Resources from ActiveOps

Confidential 9

If you have a customer story or
feedback to share in a future
edition please email details to
emma.price@activeops.com.

Confidential 10

Confidential 11


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