- Banking & Finance
- Digital excellence & run
- Business Case
"Digital Booster: developing IT processes and tools
Towards a 360° Customer Vision
The Customer
Banking Group / Retail
Background and objectives
- Group IT has undergone an internal reorganization that has redefined the roles of all those involved.
- As part of this transformation, the aim is to pool the tools of 3 entities (Italy, Belgium, France) via APIs.
- The challenge is to obtain a 360° view of the customer in order to propose sales offers adapted to the customer journey via an erichi CRM.
Results
- Target CRM functional architecture
- Actionable roadmaps
- Mapping existing processes / Mapping risks
- API / cloud representation models
Approach / System
- Silamir is involved in design thinking at several levels within the IT Group
- with the program's top management and the squads in charge of API development, to help them manage the program and implement internal marketing initiatives
- with architects to design the future CRM using the Blueprint method / and to simplify the content produced by the architectures so that it is better received by the business.
Added value Silamir Group
- A team made up of : 1 project manager / 1 agile pedagogical referent / 1 team of trainers
- For each area, the design thinking approach was adapted to the issues at stake and the people involved, and the methods were tailored to the target audience.
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