Digital Services Transformation

The Challenge

A large enterprise had customer-facing services fragmented across multiple legacy systems, resulting in inconsistent user experiences. Customers needed to navigate different portals, remember multiple credentials, and often repeat information when accessing different services.

The fragmentation created operational inefficiencies, with customer service teams unable to get a complete view of customer interactions. Processing times were extended as requests moved between disconnected systems, and customer satisfaction scores reflected the poor experience.

Our Approach

ISG was engaged to design a unified digital services platform that would transform the customer experience. Our approach focused on:

• Customer Journey Mapping: Documented existing customer journeys across all services to identify pain points and opportunities for improvement.
• Service Catalogue Development: Created a comprehensive service catalogue defining all customer-facing services and their requirements.
• Platform Architecture: Designed a modern digital platform architecture supporting unified service delivery with consistent user experience.

The Solution

We designed a unified digital services platform with single sign-on and consistent service delivery across all customer touchpoints:

• Single customer portal providing access to all services
• Unified identity management with single sign-on
• Consistent service design patterns across all touchpoints
• Integrated case management for end-to-end request tracking
• Customer 360 view for service teams

The Results

The digital services transformation delivered dramatic improvements in customer experience and operational efficiency:

• 70% improvement in customer satisfaction with consistent, streamlined service delivery
• 45% reduction in processing time through automated workflows and integrated systems
• 200+ services consolidated into a unified digital platform
• Single sign-on eliminating the need for multiple credentials