Market Assessment Wealth Management Software Provider

Client Challenge

The Client’s supervisory board asked TORI to assess its BPO (Business Process Outsourcing) offerings, compared to best practice and a specific competitor. ​

The engagement involved: ​

  • Assessing the Provider’s current BPO capabilities in winning future business ​

  • Recommending areas for improvement​

  • Providing insight for future strategic planning to include; proposed capabilities and competitor analysis

What We Did

TORI deployed two experienced SMEs: ​

  1. The first senior SME led a global cost reduction exercise and had deep expertise within IT Change, Data / Cyber Security and IT Service Management​

  2. The second senior SME had oversight for the sale, delivery and implementation of several IT and business-process outsourcing arrangements for global organisations, and had vast market infrastructure experience​​

TORI assisted with:​

  • Discovery: review of documentation, interviews, client reviews  ​

  • Reporting: Use 16 qualitative interviews to produce a report on using BPO offerings versus the competitor’s benchmark standard​

  • Risk Assessment: Financial, Reputational, Regulatory and People​

  • Knowledge Transfer: The team worked closely with the client to increase capability and update working practices

Outcome & Results

In 4 weeks, TORI delivered a set of recommendations for improvement to reach the desired capability. The recommendations were segmented into key feedback, implications for the Provider, and next steps. ​

  • Set and calibrated the Provider’s ambition level against each criterion together with management ​

  • Presented the final report including detailed feedback and strategic recommendations to the Provider’s CEO/Board​

The findings revealed the following:​

  • The client needs to develop capability beyond software, namely service and Business outcomes; offering operational efficiency as well as the avoidance of additional costs

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