As part of a major transformation, Erste Bank Serbia contracted Aspiro to re-design the target operating model (TOM) to enable flexible, digital and customer-centric organization. Aspiro delivered the project end-to-end, which included the design of customer journeys from prospect management to customer retention, defining key steps of customer interaction and business needs, framing of the bank’s digital ambitions including internal and external digitalization, assessment of capability gaps which subsequently led to the development of detailed areas of change (hot spots). In parallel and in the context of already running projects, architecture and dependencies, Aspiro developed the transformation roadmap alongside the financial model and business case outlining the directly attributable benefits and costs of the implementation of the TOM design and supported in the setup of governance and initial strategic demand process.
Aspiro leveraged on previous experience in the banking industry while tailoring the delivery to the situation in the Serbian market. With the determination to provide added value and facilitate lasting change in the client’s organization, Aspiro engaged people from Erste Bank Serbia across all divisions and levels of organization, ultimately delivering the project to the client’s full satisfaction.