RevGen applied a strategic framework to the challenge of going digital in a financial world.
Understand who your customers are and what they need. After conducting several two-day workshops, the lenders’ employees were able to identify the various customer personas that they service. We co-created a digital journey for each persona, highlighting the digital capabilities the lender needed to provide.
Create a capabilities roadmap. In collaboration with the lender, RevGen created a customized solution roadmap outlining what the client needed to do to develop a measurable and actionable understanding of the customer journey and experience.
Develop a requirements set for technology. It was important to know what the different features of digital banking technologies can do for customers. We helped the lender understand what the digital environment for financial service institutions looks like today and where it is going tomorrow.
Identify technology solutions. RevGen helped the lender scan the technology market to find digital solutions that would meet the needs of their customers and integrate into their enterprise architecture. After narrowing the list, RevGen wrote requests for information (RFI) and finally a request for proposal (RFP) for the chosen technology solutions.
Gain corporate buy-in. For many years, employees were motivated to develop and maintain personal banking relationships with their customers. Although some employees felt that technology might threaten their job, RevGen helped the lender’s employees to see how technology could actually improve their relationships.