Clients & Case Studies

Case Study 4

Credit Card Company improves IT Services and Governance with DCG – Achieves Improved Customer Satisfaction by 86% and 47% direct expense reduction annually.

A major credit card company headquartered in Richmond, VA had a $200 million a year credit card servicing division experiencing poor results because of an underperforming IT service organization with low morale and poor customer satisfaction ratings. DCG was engaged to begin a variety of process improvement efforts based on elements from CMMI and IT Governance frameworks. Within 18 months, the IT service organization’s reputation for customer service, reliability and predictability dramatically improved. CMMI maturity level ratings were appraised and showed significant improvement. End users continued to request mission critical high priority IT service projects be assigned to the unit including a large $50 million dollar platform replacement project that was successfully executed resulting in a direct expense savings of 47%. At the end of 2 years, customer satisfaction increased to 87% from the low 20s.