PROJECTS WESTPAC

“Voco's strategic thinking was the most valuable of all as it enabled appropriately framed decisions to be made.”

Westpac Telecommunications Review

Westpac engaged Voco to review its telecommunications sourcing strategy to reflect changes to business demands and the supply market.

Westpac is New Zealand’s second largest bank with around 1.5 million customers and 200 branches nationwide. It had been 10 years since Westpac had last tested the market for telecommunications services.

Challenge

Westpac wanted to take cost out, but also needed more flexible systems to enable a change of operating model, which in turn would allow the Bank to be more responsive to their customers.

Solution

Voco:

  • Led the development of a business oriented Telecommunications Sourcing Strategy.
  • Worked with Westpac to create, issue and assess an RFP.
  • Provided subject matter expertise for areas such as transition, contact centre and solution architecture.
  • Worked as part of the transition planning and initiation process.

Voco provided a focused, deliberate intervention that kept Westpac on track to achieve its objectives, and managed stakeholder engagement along the way. During the project Voco’s process was subject to, and passed, rigorous scrutiny.

Results

Westpac achieved a significant (double digit) cost reduction and a huge uplift in capability. The Bank reinvested savings into transformational spend, creating the flexibility needed to allow changes to the business operating model.

QUICK READ

Westpac engaged Voco to review their telecommunications sourcing strategy, looking to save money and increase flexibility so that they could better respond to the demands of both the business, and their customers. Voco developed and helped implement a strategy which enabled a double digit cost reduction and a huge uplift in capability.

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