Worldwide expansion coupled with intense growth, increasing requirements due to international compliance and organizational challenges; together with our customer, we were able to tackle these challenges and achieve added value.
Together, we generated solutions for the most important topics:
- Development of the BPM concept and its implementation for the global and process-oriented service organization
- BPM, EAM and governance setup, international rollout including tooling
- Interim management for the ramp-up of new teams and organizational areas
- Coaching of executives, team leaders and special departments
How do you stabilize a departmental and organizational culture in a fast-growing global corporation?
Our customer is the world's leading e-payment provider for online and offline payment solutions, POS and fulfillment. With its 5.000 employees, the company had to keep up with the fast-paced worldwide digitalization of payment systems. Initially, we encountered a system and process landscape that had grown over the years, but without any consistent planning. In most areas, the existing structure depended heavily on a small number of experts that had built up, scaled and stabilized the company for over 10 years. Recently, teams were growing rapidly across rooms, buildings, national borders and even continents. Accordingly, coordination and communication, as a driving force in day-to-day business, was becoming increasingly important. High-level solutions and international cooperation was required to enable the results that had previously been achieved "on foot" and through personal relationships.
Internationalization of companies - it's in our DNA.
Our Ventum experts from the ITSM, BPM, EAM and PM departments set up a task force and assisted the client on both a departmental and management level. Since BPM and Customer Service were identified as particularly critical areas, we started here. Due to the company's clear focus on the end-consumer and their unique selling proposition, "We fit your business", every month an increasing number of shops, retailers and portal operators chose the company to provide them with tailor-made payment and banking.
A comprehensive picture of the present BPM landscape with its day-to-day content was created within a short timeframe. This landscape was then extended to include the aspects of sales, compliance, payout and risk.
After less than a year, we synchronized the results with the CRM team's roadmap, which served as the central basis for all customer processes part of the internationalization of the payment provider. To be optimally positioned in terms of personnel, we also took on several interim team leaders, agile coaches, technical experts and trainers. We ensured that the implementation of CRM processes would be an exact representation of the actual workflows. Finally, we guaranteed the acceptance on all working levels and reduced the amount of time required for the transition between the two systems.
Passion for best performance.
From the very beginning, we focused on the core of the company: "Worldclass Service". This was the guideline for both the development of the BPM department and the structuring of the appropriate service concept. Both challenges were tackled through the combination of the best practices from EAM, ITSM and PM. In addition, we helped leverage further value through the integration of our expertise in the areas of identity and access management, configuration and release management. By driving consistent agility, our customer experienced greater momentum and improved outcomes that optimally support their daily and future business.
We are an internationally experienced partner with extensive project experience in corporate integration, new sites development and international projects in the automotive, finance, insurance, digital goods and IT services sectors. Our specialist knowledge is complemented by concrete IT and management tools and a resilient network. Through solid and focused teamwork, we ensure optimal integration, knowledge transfer and documentation - worldwide.