Replaced the suite of applications used by Old Mutual Wealth Contact Centre agents with a single, integrated application delivered by DST Bluedoor across multiple distributed systems.

Project Context

Prior to this project, OMW Contact Centre agents managed customer and financial adviser requests across multiple disparate applications. This project consolidated these into a single, efficient interface while maintaining full functionality across distributed backend systems.

Key Responsibilities

Solution Area Leadership:

• Call logging and management systems
• Reporting and analytics capabilities
• Workflow management and automation
• User permissions maintenance and administration
• Customer account valuations and calculations

Core Activities:

• UK Workshop Leadership - Conducted regular stakeholder workshops requiring frequent travel to the UK
• Requirements Elicitation - Led structured requirements gathering sessions with diverse stakeholder groups
• User Research and Wireframing - Conducted comprehensive user research and created detailed wireframes
• Solution Design Documentation - Produced comprehensive technical and functional specifications

Project Duration

Approximately 12 months of intensive stakeholder engagement, analysis, and design work with regular international travel for on-site collaboration.

Impact

Successfully unified the contact centre experience, enabling agents to handle customer and adviser requests more efficiently through a single, well-designed interface while maintaining full access to distributed backend systems.