Case Studies of Representative IncuBay Engagements
The Challenge
The claims department of a large insurance company faced declining customer
satisfaction and a bloated cost structure. In order to remain a leader,
claims service delivery to customers needed an overhaul.
The Outcome
An IncuBay consultant led a team of over fifty clients to design and implement
a new approach to processing claims. A radical new design was completed
in three months, and implementation was accomplished in nine months. The
results included transitioning from 80 district offices to 13 regional
centers, opening two major call centers, setting up 800 home offices,
and the selecting, hiring, and training 1500 employees. New technology
was designed, developed, and deployed during this timeframe. The new systems
covered the entire claims process from a new interface for entering claims
to an electronic claim file for managing claims.
Product Strategy for a Credit Card Association
The Challenge
A leading U.S. credit card association was preparing to help its Member
banks bid for an upcoming, significant U.S. government payment contract.
They needed our assistance in determining whether their current commercial
card offering was sufficient to win the business, and if not, how to most
effectively create new products that would maximize their Member banks'
chance of success with their government bids
The Outcome
An IncuBay consultant led a client team that first assessed the government
need, and then developed a commercial product strategy to best meet those
needs. The team developed two new products and developed a strategic partnership
with another organization to bring these products to the marketplace quickly
and effectively. The team then worked closely with the client's bank customers
to help them prepare for the government bid. The effort resulted in the
clients' banks winning the lion's share of the government business, increasing
global market share for the client's product by more than 10%. In addition,
the enhanced product line helped the client increase commercial card business
beyond the government sector.
Program Management for a Brokerage Firm
The Challenge
A leading U.S. brokerage firm was developing an important new information
capability, which had to be delivered through multiple channels on a very
aggressive time frame. This effort required diverse parts of the enterprise
to work together at an unprecedented level of efficiency and effectiveness
(including Business Product Management, Operations, and Systems), with
a core Program team of over 20 officers, and Project sub-teams with over
200 members.
The Outcome
IncuBay worked collaboratively with the client team leads to deliver customized
program management tools and expertise, and to establish a central Program
Management Office (PMO) to coordinate the strategic projects across the
firm. This support enabled the teams to work from a shared platform of
roadmaps, management reports, and objectives. The PMO established the
organization and communications required to accelerate the work and to
address issues early, all within the context of the client culture. IncuBay
also delivered executive development services to create a high-performance
Leadership Team, and facilitated program communications to senior executives
across the enterprise.
The Challenge
A major U.S. bank, undergoing a multi-year post-merger systems integration,
needed to improve branch banking service delivery and efficiencies – without
major systems changes. Branch service and operations varied across
regions and states, which sometimes led to customer service challenges.
The Outcome
IncuBay led the effort to develop a new branch operations blueprint customizable
for each branch type. The goals were to improve the customer experience
and to minimize administrative bureaucracy for employees, while reducing
bank operating costs. IncuBay structured a six-state in-depth review of
branch banking processes (covering each of the bank's regions), and identified
over 200 opportunities to improve branch efficiencies. The effort included
bank-wide employee input to incorporate best practices already proven
within the bank, but limited in deployment. The team's blueprint deliverable
showed how to focus the people and activities in each branch, streamline
branch tasks, and provide tools to support branch processes and management
discipline.
The Challenge
Although checks have long been the most popular way to pay for retail
purchases in the U.S., there was no way to pay for Internet purchases
with a checking account. This was particularly an issue for the majority
of small businesses and the over 100 million U.S. consumers who do not
own credit cards and thus had no way to pay for online purchases. In addition,
merchants were paying higher fees to accept online payments than offline
payments and faced significantly higher risk and liability.
The Outcome
IncuBay created a new company, Achex, which developed a low-cost, secure,
and easy way for consumers and small businesses to pay online with any
existing checking account. In addition to creating and developing the
initial idea and business plan, IncuBay provided seed funding and top
management, including Achex's CEO, COO, and Board Directors. Over two
and a half years, IncuBay led Achex's hiring of over 60 employees and
its successful financing from leading venture capital firms. Achex was
successfully sold to First Data Corporation in July 2001, and is now
a critical component of First Data Merchant Services, TeleCheck, and Western Union Internet payment products.
