Challenge Accepted

BECU front-line employees were burdened with manual and complex processes, lengthy onboarding and training time, and over 40 applications to service a member. Left unchanged, these issues posed significant risks to employee satisfaction, quality of member experience, and perception of the brand. In line with its long-standing philosophy of “people helping people,” the organization embarked on an effort to identify the technologies and techniques of the new digital world that would modernize its systems and equip its frontline teams to serve members with greater agility.

West Monroe’s Digital Storm analyzed our processes, applied technology, prioritized opportunities, and built a plan in 5-6 weeks, not months, which aligns to BECU’s philosophy of continuous improvement for our members and employees.

Doug Marshall, SVP Retail, BECU

Our Results
17,000 hours of time were saved by improving just two key processes.
A two-step Digital Storm methodology delivered clarity, a business case, and a roadmap and plan to enable execution success.
Established a consensus for change by aligning and energizing business leaders and employees around a shared vision of their digital future.
Highlights
  • Assembled a cross-disciplinary team (including Workforce Optimization, Technology, Customer Experience, and Banking experts) to address the complexity of the challenge and engage the range of client sponsors.
  • Conducted over 100 interviews at its call center to understand the depth and breadth of the issues. 

  • Developed a clear and detailed characterization of what employees were being asked to do by plotting the duration, complexity, and frequency of all activities. That inventory was then analyzed and reduced to a short list of 5-6 processes that could yield the greatest value from intervention.

  • A wide range of remedies and enhancements were evaluated including applications of modern data science, AI/machine learning, voice interface, IoT, and cyber security.

  • In stark contrast to a 6-month labored strategy exercise, West Monroe used its two-step Digital Storm methodology to deliver clarity, a business case, and a roadmap and plan for execution.