Applied Expertise
| Real-time customer engagement enabled | Seamless integration with ongoing modernization | Future-ready foundation |
| Live chat introduced as a new digital channel | No disruption to SAP transition or core systems | Positioned for AI-enabled customer interactions |
The Starting Point
Large-scale customer modernization program with strict system controls and active SAP transition
The Opportunity
Launch a live chat as a new digital customer engagement channel — without disrupting core systems
The Approach
- Program leadership
- Cross-functional coordination
- Operational readiness & risk planning
- Analytics integration
- Industry collaboration
The Technology
Jira • Snowflake • SAP
The Impact
- Real-time digital engagement embedded into the customer experience
- Lower-risk modernization through coordinated delivery and planning
- Scalable foundation for future AI-enabled service capabilities
