Case Study: LBS-West Delivers Guaranteed Service Levels To Workforce

Ensuring that business stakeholders, business users, and sales resources have every tool at their disposal and every roadblock removed in their commitment to win, serve, and retain customers is high on LBS-West's agenda — for both its business and technology management leadership. This report reviews how LBS-West — a large German financial institution headquartered in Münster — dramatically changed the way technology management supports the business' and field staff's performance problems, everyday requests for access to business applications, and even strategic requests such as future projects to completely digitize manual, paper-based processes. It did this by streamlining its workforce enablement team and support model via the introduction of standard processes and automation technologies. In this case study, we examine how the organization re-engaged its internal stakeholders to provide more enjoyable and improved quality technology services and, with that, improved its reputation and value to the business.