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Case Study: Fortune 500 Services Company

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Case Study: Fortune 500 Services Company CASE STUDY: FORTUNE 500 SERVICES COMPANY CLIENT CHALLENGE SOLUTION DELIVERED VALUE REALIZED • A global services company was under • Designed managed build-out of innovation • Focus on innovation has positioned the pressure from its clients to explore new sites, embracing the latest technology to organization very differently with its delivery models and evolve its service support cross site collaboration. customers and is recognized as a significant offerings to remain relevant. contributor to a return to double digit growth • Managed a full-time secondment program, (>15% per annum) and record levels of • The goal was to transform the presenting opportunities for the strongest operating income. organization, putting an innovation culture performers to apply. Active participation from at the core, and through this evolve its 20+ countries ensured diversity of thought. • Digital Delivery and Innovation Services are rapidly growing and have generated over offerings, embracing new business models • Selected and implemented an Ideas and emerging technology. $100m in 2019 (from a standing start in Management Platform. Launched multiple 2017). innovation challenges to crowdsource ideas globally and provide transparency to all. • Innovation culture is consistently highlighted as a strategic differentiator in response to • Managed program to train over 5,000 RFIs / RFPs. Clients cite this as reason the people. organization was selected. 1 CASE STUDY: LARGE HEALTHCARE PROVIDER CLIENT CHALLENGE SOLUTION DELIVERED VALUE REALIZED • Protiviti helped a UK Hospital with an • Facilitated design thinking workshops with • Client quickly identified alternative approaches innovation effort focused on improving the key individuals to quickly align on the to effectively diagnose cancer and fast track detection and treatment of bladder cancer, priority areas requiring attention. the patient to surgery and a designated hospital bed. a condition which in London, has seen no • Working collaboratively across improvement in mortality in 50 years. stakeholders, we quickly identified pain • Client progressing a variety of solutions • The client wanted to design a program of points and highlighted the areas that, if identified. Key areas of focus included: activities to help them explore the addressed, would have the most impact on improving patient experience; speeding up the challenges in more detail patient outcomes. process; prioritizing patients for surgery; reducing time between detection and surgery; • A key objective of the program was to • Focused efforts on defining potential freeing up hospital beds; utilizing new challenge stakeholders to examine the solutions that would address the issues technology (AI) to improve detection and process differently. identified. quality of diagnosis, and cost reduction. 2 CASE STUDY: LARGE PUBLISHING COMPANY CLIENT CHALLENGE SOLUTION DELIVERED VALUE REALIZED • A large publishing company wanted to • Hosted discovery session to discover unique • Client uncovered root cause issues or explore “next generation” opportunities to problems, needs, and identify areas to obstacles that prevented the company from transform the Internal Audit function. explore. successfully executing on “next-gen” opportunities. • The client needed assistance to understand • Presented “next generation” Audit the technologies being used by leading capabilities to educate on industry best • Actionable solutions were identified to address Internal Audit functions and how these tools practices root causes and uplift the audit practice, could be applied in their own Internal Audit including digital education roadshows and • Facilitated design thinking exercises to practical cases for automation. processes. unlock employee creativity in exploring solutions to transform Internal Audit. • Shared insights and recommendations to help the client prototype tailored solutions 3 CASE STUDY: GLOBAL FINANCIAL SERVICES PROVIDER CLIENT CHALLENGE SOLUTION DELIVERED VALUE REALIZED • One of the largest banking institutions in the • Presented emerging trends in credit card / • Client renewed and retained their Retail US wanted to explore innovative and payment industry to educate client on partner contract by demonstrating differentiated experiences to enhance a leading practices. differentiated experiences that their credit card program offers relative to competitors. credit card program. • Explored customer experience pain points to • They sought to design unique customer reframe problems and identify root causes. • Clickable prototype provides a working demonstration of the features offered across experiences leveraging their credit card • Helped the client create and prioritize program to drive traffic in-store Retail the cardholder lifecycle, especially within various solutions across the Retail customer customer acquisition locations and online at their Retail partner. lifecycle. • Client was looking for opportunities to • Developed storyboards to illustrate increase customer engagement, in-store / customer experience and created a online sales, and elevate their credit card prototype of the “winning” storyboard using customer service experience. the Google Design sprint methodology. 4 CASE STUDY: GLOBAL ALTERNATIVE INVESTMENT PROVIDER CLIENT CHALLENGE SOLUTION DELIVERED VALUE REALIZED • One of the world's leading multi-asset • Designed a session tailored to client’s • Leveraging Protiviti’s Security and Privacy alternative investment firms engaged objectives: cybersecurity, asset inventory expertise, client developed a clear, Protiviti to support with ideation and and identity and access management (IAM). actionable roadmap of 50+ initiatives to transform the IT organization. prioritization of solutions to successfully • Helped client identify the gaps and achieve their 2020 strategic plan. challenges with their current program and • Prioritized initiatives for short, mid and long- align on priorities for 2020. term within each of the client’s 6 focus areas: risk governance, IAM, active defense, asset • Using insights uncovered in the first part of inventory management, KPI identification the session, Protiviti challenged the client to and unstructured data strategy. spark new ideas and generated 50+ creative yet practical solutions utilizing design thinking methods. 5 CASE STUDY: LARGE FINANCIAL SERVICES PROVIDER CLIENT CHALLENGE SOLUTION DELIVERED VALUE REALIZED • A large financial institution wanted better • Developed a Stakeholder Map for the • Identification of three potential alternative understand Business Email Compromise Commercial Payment Fraud ecosystem to solutions that can be built out to resolve an (BEC) and to explore potential solutions. better understand the scope of the problem. age-old issue that has plagued the payment industry that are now being explored. • The leadership team was concerned with • Conducted multiple design thinking activities, Commercial Payment Fraud, specifically the working with a diverse group of subject matter • Deeper awareness of the various stakeholders 'spoofing' of executive email accounts to experts across multiple functional areas to involved in a BEC event via the use of detailed misdirect funds to a fraudster. better understand the root cause and impact. personas profiles. • The innovation team worked with the client’s • Understanding that alternative solutions exist to team, using various design thinking mitigate the risk of BEC that do not adversely techniques, to formulate multiple alternative impact the current business model. potential solutions for further consideration, including analysis of potential challenges, roadmap for deployment and plans for prototyping and testing the potential solutions. 6 PROTIVITI OVERVIEW Protiviti provides consulting solutions in finance, technology, operations, data, analytics, governance, risk and internal audit to our clients through our network of more than 75 offices in over 28 countries Our revenue*: ® $1.2 billion Serve 60% of Fortune 1000 in 2019 Serve 35% of Fortune Global 500® Over 28 countries We also work with smaller, growing companies, in the Americas, Europe, the Middle East and including those looking to go public, as well as with Asia-Pacific government agencies. Protiviti is a subsidiary of Robert Half More than 75+ International 6000+ offices professionals** *Inclusive of Protiviti's Member Firm network 7 GLOBAL PRESENCE 4 15 13 11 14 10 12 1 27 22 25 17 1916 20 7 21 18 26 9 6 28 8 3 24 5 2 23 The Americas Europe/Middle East/Africa Asia-Pacific 1. UNITED STATES Los Angeles, CA San Jose, CA 4. CANADA 10 FRANCE 15. UNITED KINGDOM 19. QATAR* 24. AUSTRALIA 26. INDIA* Alexandria, VA Milwaukee, WI Seattle, WA Kitchener-Waterloo Paris Birmingham Doha Brisbane Bengaluru Atlanta, GA Minneapolis, MN Stamford, CT Toronto 11. GERMANY Bristol 20. UNITED ARAB Canberra Chennai Baltimore, MD New York, NY St. Louis, MO 5. CHILE* Berlin Leeds EMIRATES* Melbourne Hyderabad Boston, MA Orlando, FL Tampa, FL Santiago Dusseldorf London Abu Dhabi Sydney Kolkata Charlotte, NC Philadelphia, PA Washington, D.C. 6. COLOMBIA* Frankfurt Manchester Dubai 25. CHINA Mumbai Chicago, IL Phoenix, AZ Winchester, VA Bogota Munich Milton Keynes 21. SAUDI ARABIA* Beijing New Delhi Cincinnati, OH Pittsburgh, PA Woodbridge, NJ 7. MEXICO* 12. ITALY Swindon Riyadh Hong Kong 27. JAPAN Cleveland, OH Portland, OR 2. ARGENTINA* Mexico City Milan 16. BAHRAIN* 22. EGYPT* Shanghai Osaka Dallas, TX Richmond, VA Buenos Aires 8. PERU* Rome Manama Cairo Shenzhen Tokyo Denver, CO Sacramento, CA 3. BRAZIL* Lima Turin 17. KUWAIT* 23. SOUTH AFRICA* 28. SINGAPORE Ft. Lauderdale, FL Salt Lake City, UT Rio de Janeiro 9. VENEZUELA* 13. THE NETHERLANDS Kuwait City Durban Singapore Houston, TX San Francisco, CA São Paulo Caracas Amsterdam 18. OMAN* Johannesburg Kansas City, KS 14. SWITZERLAND Muscat Zurich *Protiviti Member Firm 8 © 2020 Protiviti Inc. An Equal Opportunity Employer M/F/Disability/Veterans. Protiviti is not licensed or registered as a public accounting firm and does not issue opinions on financial statements or offer attestation services. All registered trademarks are the property of their respective owners. PRO-0220 9.
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