Internal teams at OakNorth managed assignments to colleagues using Teams messages or Outlook emails. Capacity planning was manual and time-consuming. Managers did not have complete visibility into where things were. SOPs were not always followed.

Set up digital tools to bring the varied workflows together to save time. Leverage 3rd-party integrations to automate workflows and manually reduce time spent doing verifications and validations.

I wanted to start by better understanding the problem space. My hunch was that many pain points could be removed by having better visibility and logging current tasks. Additionally, there was scope for reducing time spent doing core activities leveraging external APIs. We validated our hypothesis and identified two strategic pillars—one around workflow automation and the other around automation.

Getting CXO approval took some time.

We set up dashboards that provided visibility into what was being worked on and by whom. We also helped the managers understand team capacity by capturing the case complexity and expected completion date. Integrations with external data providers reduced manual data entry and sped up the process.