Service Delivery Risk Management


Standardization of services is a critical control and risk issue for providers of outsourced business services, such as payroll, stock plan, human resources, retirement fund administration, investment and asset servicing, and insurance business lines management. Clients frequently request non-standard processing to accommodate their historical ways of doing business. For the service provider, each instance of non-standard service represents increased cost, increased risk, manual procedures, reduced opportunity to achieve economies of scale, and increased opportunity for error.

The ProcessUnity Service Delivery Risk Management suite provides a standard way of representing a catalog of service offerings, a place to record both the standard and non-standard services used by each client, a mechanism for ensuring that new non-standard services are reviewed and approved by management before inclusion in a service contract, and tools to encourage sales reps and customers to adopt preferred, standardized services. It also offers dashboards and reports that facilitate rapid evaluation and comparison of clients, product lines, and sales reps in terms of progress toward standardized service delivery, along with client-facing service performance reporting.

The Challenge

What do DC, DB, Equity Comp, Asset Servicing, Asset Management, and other business-to-business financial service providers have in common?

  • Lack of visibility into an expanding set of complex services that comprise the product offering
  • Increasing costs and risks related to non-standard service delivery, including a heavy backlog of non-standard service development
  • Insufficient decision criteria, data, and workflow related to new business and non-standard business acceptance
  • Insufficient management visibility and control for achieving economies of scale and streamlining operations

The Solution

ProcessUnity’s SDRM software solution addresses these challenges by providing:

  • The ability to create a standard, automated product and service catalog shared by all participants in the process
  • The ability to track and manage standard and non-standard services usage across the entire client and prospect portfolio
  • Automated workflow and reporting to improve business acceptance and the end-to-end client acquisition and servicing processes
  • A platform for managing product management and service delivery risk, cost, complexity, and other metrics over time
  • A platform to enable greater client transparency, with the potential for increased client satisfaction and more competitive client retention and new client acquisition

Features

  • Customizable Client and Product Hierarchies for managing and measuring effectiveness of service delivery.
  • Definitive Service Catalog based on configurable service modes targeted at unique service offerings, each with unique service risk ratings (PADU) and related service metrics and indicators.
  • Client Implementation / Service Inventory Management with optional and configurable workflow and approval processing, and a robust version control framework.
  • Visual Dashboard to easily identify and evaluate non-standard service offerings at any hierarchical level.
  • Comprehensive Reporting that aggregates operational impact metrics (risk, cost, complexity, etc.) and ranks the results accordingly.

Customer Value

Market Drivers - Financial Services

  • Prior to 2008, firms aggressively acquired new clients and assets – resulting in non-standard, inefficient, and high-risk operations.
  • Post-financial crisis, firms need to be in control and operate efficient, high customer service businesses.

Strategic Benefits

  • Improved market competitiveness
  • Higher customer service levels
  • Increased margin

Value Proposition

  • Improved client satisfaction and service quality
  • Improved internal visibility / external client transparency
  • Streamlined end-to-end client acquisition / on-boarding
  • Reduced costs by eliminating non-standard services and manual procedures
  • Increased competitiveness by demonstrating service quality / transparency during sales process

Benefits Summary

  • Low Total Cost of Ownership
    • SaaS delivery model
    • Configurable state-of-the-art platform
  • Fast Time to Market
    • Rapid implementation / deployment
    • Rapid development (as needed)
  • Ease of Use
    • Intuitive cloud solutions
    • Easy to configure, administer, deploy
    • No software to install – browser only
  • Platform for Growth
    • Technology and business risk management / global reporting needs
    • Advanced analytics