MAJOR TECHNICAL REFRESH
Pelicam works with Technology to resolve major delivery issues and achieve stakeholder expectations
“Pelicam structured a complex technology programme to deliver successfully, ensuring effective governance and stakeholder alignment. Barclaycard staff were supported and coached, building confidence and raising our project delivery capability.”
Lead Technology Partner
The Problem
Barclaycard’s £17m technical refresh programme impacted all parts of the customer facing operation, and with over 8.4 million customers in the UK, this was business critical. The programme contained over 100 projects with many lacking clear definition.
The Solution
Pelicam restructured the programme governance process to ensure accountability in all areas. Working collaboratively, practitioners listened to the concerns of project teams, understood the complexities and challenges and, wherever possible, resolved them. They coached key individuals as well as achieving the standard programme goals. This established strong business and technology engagement, ensured the technology team understood what was needed of them, gained trust and established strong business governance.
The Result
Five major changes were made to the front line call centre systems across four global locations.
Postal, bulk and online printing capability was migrated to a 3rd party provider.
Email handling was migrated to a new service provider using off the shelf infrastructure.
New call centre capacity was made available in-line with business requirements.
A new office was established in North America.
Interactive Voice Response (IVR) systems were changed to support Barclaycard’s revised brand and call flows.
The programme was consolidated into 12 manageable discrete projects aligned to business objectives and strategy.
