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Versatile ITSM Platform Helps Charter Oak Financial Improve User Experience

The idea that organizational change involves people, processes and platforms in equal measure dates back to at least the 1990s, but it still holds true today. “It’s a three-legged stool,” says Deborah Rojas, Chief Information Officer for Charter Oak Financial. “You can’t really have any of those legs longer or shorter than the others. Balance is important.”

When Charter Oak replaced its aging ticketing system with TeamDynamix, Rojas and her team knew they were addressing the “platforms” and “processes” legs of the stool. They didn’t fully realize how much of an impact the software would have on the “people” component as well.

Sharing the view from her seat, Rojas said, “The financial services sector ultimately wants to be on the bleeding edge of technology. If you don’t have a good way of handling project management, hearing the voice of your customers, quickly resolving customer issues, and staying inside the regulatory box, I think you’re at a big disadvantage.”  TeamDynamix became the solution, offering automated workflows and seamless integrations with enterprise software.  “TeamDynamix is allowing us to innovate more than we’ve been able to in the past.”

Rojas leads practice optimization efforts for Charter Oak, and TeamDynamix has allowed employees to realize the vision suggested in this name by redesigning and streamlining key business practices, which has led to greater employee engagement.

“What I’m finding interesting is the staff engagement,” Rojas observes. “We’re able to focus on culture by engaging and igniting the team because we’re focused on leveling up our internal processes.  As we redesign processes, we collaborate, we learn together.”

TeamDynamix is allowing us to innovate more than we’ve been able to in the past.

United Around Improving the User Experience

With offices throughout the U.S., Charter Oak’s network of financial professionals helps clients with a variety of financial services.

“We’re lean and mean,” Rojas says. Her department supports the IT needs of 300+ financial professionals and nearly 200 other staff with only a handful of full-time employees.

With TeamDynamix, the practice optimization team has created a single point of contact for IT and other types of support: a “one-stop shop” for people to get help.

“We had a merger three years ago, and people are still trying to learn names, functions, and responsibilities,” Rojas says. “Seats changed, and responsibilities changed. So, we said, let’s just keep it simple and use one email address and one phone number. With that, we’re providing the simplest way that people can find an answer to their questions.”

Automated workflows help ensure that IT service tasks are completed in a timely manner, and Rojas and her team have full visibility into the status of service requests—as well as the data they need to measure the team’s effectiveness.

Besides improving the ticketing experience for users, Rojas’ team has also streamlined offboarding processes, and they’re now working on transforming onboarding and developing the knowledge base.

“When you think about bringing someone into an organization, there’s so much that needs to be done,” Rojas says. “We want to help that person feel welcomed into our organization, understand the entire platform and who to talk to. We need to think bigger and bolder and then have some consistent way to deliver that experience, and TeamDynamix lines up well for that.”

We need to think bigger and bolder and then have some consistent way to deliver that experience, and TeamDynamix lines up well for that.

Digital Transformation Does Not Happen by Waving a Wand

Implementing new software can be challenging. “Everybody talks about digitization like it’s this fairy godmother who’s going to wave a wand and make everything better,” Rojas says. “That really doesn’t account for the learning that people need to go through, the struggle of understanding the ‘why’ behind the process change.”

Strong communication and change management processes have helped make this transition easier, and the TeamDynamix implementation process has also helped. Not only did Charter Oak have an implementation specialist to answer questions and offer advice, but the training sessions were also recorded and archived for viewing at any time.

“It’s almost like a movie you want to watch a couple of times,” Rojas says. “When I come back to some of the recordings to see if I’m thinking about the design elements correctly, I find the training videos are robust and meant to be enjoyed multiple times. You can learn so much each time you go back and look at the resources.”

Using TeamDynamix is enabling Charter Oak’s practice optimization team to reimagine key business processes and improve the user experience—which positions the company better for success.