BT Financial Group

The Client

BT Financial Group (BT) has been helping Australians to create and manage wealth since 1969, currently managing and administering over $85B in assets. BT’s core business is providing investment, superannuation and retirement income products, financial advice and insurance options. BT is the wealth management arm of the Westpac Group, which has been delivering banking and other financial services to Australians since 1817.

The Challenge

BT Customer Service Delivery was undertaking a wide-scale business process improvement exercise with a focus on improving productivity of back-office teams, and required an information management solution for decision-support and to streamline workflows pertaining to transfers of funds under management.

The Solution

Originally engaged for an architectural review of a prototype case management system, Unique World proposed redeveloping the BTAdvocate application utilising Microsoft Office SharePoint Server 2007. As well as vastly improving performance over the network, the new solution extends the wizards-based case management functionality which guide case managers through the process and automates document generation.

The Benefit

As the solution is progressively rolled out, the improved user experience has enabled customer service staff to slash the time taken to determine appropriate procedures for hundreds of different case scenarios related to various account activities and transactions.