Synopsis

Infrastructure assessment and design of robust lead & campaign management system for a major financial firm

Services

  • Application Development

  • Measurement & Analytics

Challenge

The Client was finding itself stretched for time and money dealing with a large number of vendors handling individual pieces of their student loan lead/campaign management program. As Wilde was already handling mail fulfillment and call–center aspects of the business, the Client proposed to consolidate the end–to–-end management components under a single solution. Pieces to be addressed included lead management and qualification, campaign management, response tracking & reporting, data sanitization and tie–ins to the existing fulfillment system owned by Wilde.

Solution

Wilde undertook an extensive requirements gathering process, interviewing Client business unit stakeholders and the vendors responsible for all aspects of the old system. A thorough gap analysis was performed and critical upgrade requirements were laid out. This information all fed into the solution recommendation process which was reviewed and approved by the Client.

During the system design and documentation phase, a master schedule was developed that coordinated sunset/turn–over tasks with all existing 3rd party vendors so they were aware of their tasks and deliverables well before the launch of the new application.

The application was developed using classic Microsoft ASP technologies with .NET enhancements post–launch. Business rules for the handling of all data were managed within the SQL database which made ongoing enhancements and updates a much smoother and less time–consuming process. Automated feeds were set up to import leads from various sources into the database where business rules scored and pushed the leads off to the sales team for follow–up. Extensive auditing/logging systems and exception/error tracking were coded into the system in a fashion that made it break the audits into smaller components and quality checked as needed.

Results

The resulting application was able to meet the goals of the overall migration/consolidation initiative in a streamlined and effective manner. For the past 4 years, the system has continued to function without interruption or unscheduled downtime due to the stability of the code and engineering of the application. Enhancements such as e–signature verification and manual application processing have been added as modular components and did not require any re–architecting of the core system to accommodate the new functionality. Due to the longevity of the system, which continues to be hosted and maintained by Wilde, as well as the removal of numerous data/process vendors, the client continues to realize tremendous cost savings and reductions in time required to maintain the application.

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