Case Studies

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Case Studies

Collaboration Portal for Financial Services Leader Increases Business Efficiencies and Reduces Operational Costs

Project at a Glance

RDA developed and implemented a centralized portal for document collaboration and storage that allows our client to manage, identify, and disseminate key business knowledge and data.

About Our Client

Our client provides a range of retirement planning and financial services to its clientele. They have built a reputation for providing strong stable investment portfolios that also provide a good rate of return.

Background

With multiple services and millions of participants, our client handles a large volume of telephone calls per day. They employ about 1,500 consultants to handle these calls. Their responsibilities include everything from changes in account parameters to the sale of new products and services.

A commonality for all calls is the need for access to an authoritative source of corporate data. This data has to be frequently updated and readily accessible by all consultants.

Our client’s knowledge management group was tasked with finding an innovative way of distributing reliable corporate data. Based on existing software licensing, they chose Microsoft SharePoint as their platform for a knowledge management solution. The knowledge management team turned to RDA as a partner for their solution. They needed a group that was able to understand the financial services business and had a strong skill set with the SharePoint platform.

Solution Detail

RDA developed and implemented our client’s Knowledge Exchange application, a centralized portal for document collaboration and storage built upon Microsoft Office SharePoint Server (MOSS). RDA also provided analysis to determine the benefits of centralizing other business information (such as customer profile management integration and customer trading information) into a single enterprise portal. We established the requirements and designed a search-based application that pulled data from Siebel, our client’s proprietary systems, and email into a single user interface.

The centralized collaboration and information portal solution RDA developed leveraged key MOSS functionality to meet our client’s business requirements around knowledge management, including security/access capabilities, search, and document management. The resulting Knowledge Exchange (KE) portal provided a centralized document collaboration and storage solution, and included an enhanced wiki functionality and custom controls that improve navigation and simplify discovery of information by company personnel.

After the success of the initial launch, RDA worked with our client to develop a second version of Knowledge Exchange, which added several new features.

RDA also conducted a study to centralize other business information (such as customer profile management integration and customer trading information) into a single portal. We established the requirements and designed a search-based application that pulled data from Siebel, our client’s proprietary systems and email into a single user interface.

Benefits

The centralized Knowledge Exchange (KE) portal solution provided our client with the means to efficiently and effectively manage their volumes of business information and provide their personnel with the means to quickly discover, filter, aggregate, and identify critical business content. The solution has yielded business efficiencies and reduced operational costs.

Technically Speaking

As the MOSS platform provides key document and storage capabilities, RDA extended and customized where necessary to meet our client’s needs, including:

  • Implementing MOSS Search with Best Bets and Relevancy.
  • Extended MOSS’s built-in wiki capabilities with enhanced authoring, approval routing, and presentation functionality.
  • For performance and redundancy, RDA designed a multi-server load-balanced farm.
  • Integrated external data, including Siebel