Case Study: Leading European Financial Services Company achieves 28% cost savings and a Single Customer View with HCL

Leading European Financial Services Company - Customer Case Study

The customer, a leading European financial services company headquartered in the Netherlands, engaged HCL to transform its IT landscape, consolidate siloed applications and build a Single Customer View to enhance customer experience. HCL was asked to provide application support, enhancements and application migration across the Netherlands and India as part of an onsite/offshore delivery model.

HCL implemented a Customer Master Framework, deployed a 300+ member team (with domain experts), horizontalized application management onto a single platform, developed a Single Customer View for 9.16 million customers, and delivered a cross‑platform mobile app and a co‑innovation lab in the Netherlands. As a result, HCL achieved about 28% overall cost savings (20% in 2012, +5% in 2013, +3% in 2014), increased mobility and innovation (Ideapreneur ideas contributing ~5% of customer revenues), and earned multiple industry awards.