The charitable arm of a large financial services firm approached Transcend United with a host of operational, financial, and customer-facing issues. Having most of their technology systems and components developed and maintained by the parent organization, the client was faced with large, institutional charges on a small, non-profit budget. The client needed operational independence, allowing for greater speed to market, customer service, and reductions in IT support costs.
Working with the client, the parent company, and other vendor resources, Transcend United led a comprehensive assessment of current business and operational practices as well as technological server architecture and organizational initiatives. This analysis included a review of key business processes, budget and cash flows, total cost of ownership, and technology usage from both a systems and business perspective. Upon completion of the current state analysis, a thorough review of the charitable landscape and associated technology platforms available was conducted. Once a gap analysis was completed-identifying resource and technology areas in need of enhancement-Transcend United developed a Technology Roadmap that detailed the end goals of the business and the multiple paths available to reach those goals. Additionally, the roadmap included a master project schedule, detailed cost analysis, inter-project and inter-organizational dependencies, project coordination plans, impact assessments, and a full governance model and evaluation metrics. In all, Transcend United was able to deliver a complete plan allowing the client to confidently re-invent the company as a premier provider of charitable services across the country.
Technologies & Techniques
- Managed Services
- Opportunity Identification
- Technology Architecture Design
- Staffing
- Server Management
- Technology Roadmap development
A large financial services organization identified a need to re-engineer a significant portion of its data infrastructure and telephony applications for its clients. The data infrastructure had grown in complexity over time, so the identification of redesign opportunities necessitated expertise in both data design and user experience design.
Transcend United was called upon to supplement the client's team with necessary expertise in both data architecture and Voice over IP design. Working on the data infrastructure redesign, as well as gathering user requirements for IP telephony application, our consultants operated within the client team as key subject matter experts. Bringing both methodology and infrastructure design to the process, our consultants provided a necessary outside view on the process, enabling our client to ensure that their team had fulfilled the business goals of the project while building a stable environment.
In addition to the system design and architecture, our team assisted in setting up the monitoring services required to maintaining and supporting the environment.
Technologies & Techniques
- Managed Services
- Monitoring
- Data Architecture and Design
- Voice over IP application
- Patient records system
A retail banking company was trying to differentiate it's services to their customers and were looking to procure some consulting services for how to accomplish this project. Transcend United was tasked with integrating a voice over IP platform to an interactive voice response (IVR) system so customers could access their banking accounts via the phone. The bank wanted a personalized system that could easily access checking and business accounts to provide a higher level of service to their customers. The bank had a legacy data infrastructure and also needed to ensure that the systems were not going to experience any problems between locations with the IVR system.
Our client engaged Transcend United to review their data infrastructure and design a solution that would support real time telephone and IVR transactions across multiple sites. A private MPLS solution was designed to meet these requirements. In response to this review, Transcend United integrated a centralized IVR management system using data from the company's midrange systems and centralized the IP telephony applications server at the main banking headquarters location. As a result of our recommendations and integration, applications communications needs were improved and data application performance improved despite a two-fold increase in data capacity.
Technologies & Techniques
- Professional Services Projects
- Interactive Voice Response
- Data Architecture and Design
- Voice over IP application
- Technology Consulting
An investment services firm was looking for an integrated solution to not only implement for themselves, but to extend to all of their portfolio companies. The firm wanted to be the "beachhead" for an integrated IP Telephony and CRM solution which would work over a high speed data infrastructure. The company was using Salesforce.com and wanted to implement an IP Telephony solution that could easily integrate into their CRM solution to maximize productivity and increase functionality. Our client engaged Transcend United to design, build and implement this integrated solution that would work for the investment firm and all of their portfolio partners.
In addition to the initial solution design, build and implementation, our team continues to work with all the investment firm's portfolio partners and has delivered the same type repeatable services to those companies as well. In all, Transcend United was able to deliver an integrated solution allowing the client to confidently recommend and stay ahead of the competition with advanced solutions that work for them and their partners.
Technologies & Techniques
- Salesforce.com
- CRM
- Data Architecture and Design
- Voice over IP application
