To improve digital customer engagement capabilities and retain customers after reducing the number of physical branches, Handelsbanken used its enterprise architecture to create the bridge between IT and business in an effort to save time and money.
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Client Story
Accelerating Change With Innovative Use of Enterprise Architecture
Mission-critical priority
Handelsbanken wanted to accelerate the use of its customer engagement platform; have a clear split of responsibilities across sales, marketing and product teams; and refine the overall channel architecture.
How Gartner Consulting helped
Long-term work with Gartner Consulting enabled Handelsbanken to accelerate the decision-making processes across various functions across the organization. Gartner Consulting assisted the EA leader in bridging the gaps between IT and business functions to speed up change and modernize dormant processes.
Business impact
Using more than 20 complex customer engagement capabilities allowed Handelsbanken to:
- Create more effective communication between IT and business
- Accelerate stagnant initiatives
- Create a better customer experience
Industry
Banking
Revenue
—
Employees
11,000
