{"id":22200,"date":"2022-12-12T12:35:45","date_gmt":"2022-12-12T18:35:45","guid":{"rendered":"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/"},"modified":"2023-03-06T13:58:54","modified_gmt":"2023-03-06T19:58:54","slug":"leading-financial-services-provider-decreases-spend-2","status":"publish","type":"post","link":"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/","title":{"rendered":"Leading Financial Services Provider Decreases Spend While Increasing Customer Satisfaction Using Flow Metrics\u00a0"},"content":{"rendered":"<figure>\n<div class=\"feature-image\"><img decoding=\"async\" class=\"aligncenter size-full\" src=\"https:\/\/media.planview.com\/tasktop_blog\/wp-content\/uploads\/2022\/12\/case-study-blog-tt-1-850x550.png\" alt=\"Leading Financial Services Provider Decreases Spend While Increasing Customer Satisfaction Using Flow Metrics&nbsp;\"><\/div>\n<\/figure>\n<p><span data-contrast=\"none\">Digital financial startups are taking the market by storm, and many big banks are struggling to keep up. In a world where agility and rapid feature delivery are crucial, sprawling, siloed organizations laden with top-down processes are at a disadvantage. One of the world\u2019s largest banking and financial services organizations, faced with a rising tide of defect work and a clamour of customer complaints, decided it was time to act. <\/span><span data-contrast=\"auto\">They chose Planview Viz\u00ae to measure the flow of value through their systems and guide their agile transformation. <\/span><span data-contrast=\"none\">By adopting value stream management practices, including Flow Metrics, and leveraging insights from Planview Viz, this company turned the tides, reducing Flow Time by 70%, improving quality, and leaving customers <\/span><i><span data-contrast=\"none\">much <\/span><\/i><span data-contrast=\"none\">happier. Here\u2019s how they achieved their transformation<\/span><span data-contrast=\"auto\">. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/#The_Challenge_Slow_Delivery_Defective_Features\" >The Challenge: Slow Delivery, Defective Features&nbsp;<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/#How_They_Used_Planview_Viz%C2%AE_to_Experiment_Safely\" >How They Used Planview Viz\u00ae to Experiment Safely<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/#The_Results_Customer_Satisfaction_Soars_While_Spend_Declines\" >The Results: Customer Satisfaction Soars While Spend Declines&nbsp;<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/#What_the_Future_Holds_and_Three_Big_Takeaways\" >What the Future Holds and Three Big Takeaways&nbsp;<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"The_Challenge_Slow_Delivery_Defective_Features\"><\/span><b><span data-contrast=\"auto\">The Challenge: Slow Delivery, Defective Features<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span data-contrast=\"auto\">There was one delivery team \u2013 about a hundred people \u2013 that faced a constant stream of complaints from customers about how long it was taking for value to be delivered. Morale and performance were at an all-time low, and the team\u2019s backlog was almost entirely filled with defect work.&nbsp;<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cThere was a general internal distrust of the team\u2019s ability to deliver value.\u201d \u2014 COO of Securities Services Division<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p><span data-contrast=\"auto\">This team was ripe for change, so they were chosen to pilot the organization\u2019s agile transformation, using Flow Metrics to guide and measure their progress. Rather than spending their time on \u201creactive firefighting,\u201d leaders wanted this team to be able to focus on proactive, strategic initiatives. The organization set an ambitious target of becoming three times more efficient at its delivery.&nbsp;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"How_They_Used_Planview_Viz%C2%AE_to_Experiment_Safely\"><\/span><b><span data-contrast=\"auto\">How They Used Planview Viz\u00ae to Experiment Safely<\/span><\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span data-contrast=\"none\">The financial services provider focused their attention on three Flow Metrics in Planview Viz:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559685&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Flow Time: <\/span><\/b><span data-contrast=\"none\">Time elapsed from when a flow item enters the value stream (i.e. when a commitment is made), to when the item&nbsp;is released to the customer. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Flow Efficiency \u00ae<\/span><\/b><span data-contrast=\"none\">: The proportion of time flow items are actively worked on to the total time elapsed. This can be used to identify inefficiencies such as overly long wait time for artifacts. <\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:720,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259,&quot;335559991&quot;:360}\">&nbsp;<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Flow Load \u00ae<\/span><\/b><span data-contrast=\"none\">: Number of flow items in a value stream, including both active and waiting items. This is a measure of work in progress (WIP) in the value stream. Overly high flow load tends to result in inefficiencies and lead to reduced flow velocity or increased flow time. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">To start, the leaders decided to use Flow Time to benchmark the team\u2019s performance. They used an internal tool that examined Jira projects and tracked the time between an artifact\u2019s creation to its completion.&nbsp;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559685&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cWe were looking to understand the drivers behind that Flow Time. That focus on Flow Time enabled the Product Team Lead and Delivery Team Lead to make some significant changes in how the team was structured and how work flowed into the team.\u201d \u2013 COO of Securities Services Division<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p><span data-contrast=\"auto\">Once the team\u2019s baseline Flow Metrics had been established, they began to experiment with structural changes, all the while measuring flow to see how their efficiency and speed were impacted. First, the team shifted from project-based pods to feature-based pods. Instead of handing off a project to various silos through the delivery process, long-lived multidisciplinary teams owned the delivery of features throughout the end-to-end value stream and were responsible for any change requests after release (known as \u201cbuild-and-run teams\u201d).&nbsp;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p><span data-contrast=\"auto\">The new team structure also allowed for cross-training, such that the different functional groups began working as a cohesive team. Now, business analysts could manage simple code changes. The front-to-back ownership is fundamental to the way the team operates. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p><span data-contrast=\"auto\">The team also moved from a quarterly release cycle into a \u201crelease when ready\u201d cycle. That means the team releases smaller pieces of code more frequently, rather than letting it pile up until a big quarterly release. This practice dramatically reduced the time that features spent waiting, such that Flow Time and Flow Efficiency both saw a great improvement.&nbsp;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p><span data-contrast=\"auto\">Finally, after observing that the team was constantly starting but rarely finishing work, they implemented a work in progress (WIP) limit based on Planview Viz analytics. Keeping WIP to a minimum allows teams to swarm around high-priority items and get them to the finish line as fast as possible. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p><span data-contrast=\"auto\">Throughout their experimentation, there was no change to the underlying technology platform or to the way the team is funded; rather, after observing inefficiencies and dependencies in Planview Viz, the team found creative ways to remove roadblocks and speed up delivery. Team leaders\u2019 relentless focus on Flow Metrics drove the changes and positive results.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"The_Results_Customer_Satisfaction_Soars_While_Spend_Declines\"><\/span><b><span data-contrast=\"auto\">The Results: Customer Satisfaction Soars While Spend Declines<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span data-contrast=\"auto\">Having access to Flow Metrics has drove results. Flow Time became <\/span><span data-contrast=\"auto\">one of the core metrics the team uses in regular discussions to drive improvement.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p><span data-contrast=\"auto\">From 2020 to 2021, the team that began measuring value delivery with Flow Metrics drastically reduced its delivery risk. The organization\u2019s figures show that delivery incidents decreased by 90%.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p><span data-contrast=\"auto\">Additionally, the team\u2019s work backlog transitioned away from a focus on managing urgent problems towards proactive and strategic work. New features are released more frequently and with fewer defects. As a result, customer satisfaction improved across the board.&nbsp;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cWe throttled the amount of work-in-progress, cutting it in half, which allowed the team to see an increase of about 15% in throughput.\u201d \u2013 COO of Securities Services Division<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p><span data-contrast=\"auto\">Finally, a focus on Flow Metrics has helped leadership reduce and stabilize <\/span><span style=\"font-size: 1.125rem;\" data-contrast=\"auto\">the team\u2019s investment spend, going from $10.4 million in 2019 to $4 million in 2022<\/span><img class=\"lazyload\" alt=\"\" height=\"398\" data-src=\"https:\/\/media.planview.com\/tasktop_blog\/wp-content\/uploads\/2022\/11\/screen-shot-2022-11-04-at-3.29.04-pm.png\"><\/p>\n<h2><span class=\"ez-toc-section\" id=\"What_the_Future_Holds_and_Three_Big_Takeaways\"><\/span><b><span data-contrast=\"auto\">What the Future Holds and Three Big Takeaways<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span data-contrast=\"auto\">After experiencing such great success in its first use of Flow Metrics, leaders decided to scale this way of working across the organization. Moving forward, the organizatio<\/span><span style=\"font-size: 1.125rem;\" data-contrast=\"auto\">n will take <\/span><span style=\"font-size: 1.125rem;\" data-contrast=\"auto\">advantage of the lessons learned and continue applying Flow Metrics to other teams.&nbsp;<\/span><span style=\"font-size: 1.125rem;\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p><span data-contrast=\"auto\">Their biggest takeaways are:&nbsp;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<ol>\n<li data-leveltext=\"%1.\" data-font=\"Calibri\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559684&quot;:-1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Managing flow has a positive impact on the performance of the team, client satisfaction, and employee engagement.&nbsp;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/li>\n<li data-leveltext=\"%1.\" data-font=\"Calibri\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559684&quot;:-1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">It\u2019s important to empower teams to be accountable for their improvement journeys, because they experience different constraints and blockers. The best ROI comes from providing teams with coaching. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/li>\n<li data-leveltext=\"%1.\" data-font=\"Calibri\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559684&quot;:-1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Flow Metrics are powerful when used end-to-end, extending beyond the technology teams to the business. Improvements are accelerated by creating incentives and aligning objectives through the entire value stream structure.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/li>\n<\/ol>\n<p><span data-contrast=\"none\">Visit Planview\u2019s <\/span><a href=\"https:\/\/mcas-proxyweb.mcas.ms\/certificate-checker?login=false&amp;originalUrl=https%3A%2F%2Fwww.planview.com.mcas.ms%2Fproducts-solutions%2Fsolutions%2Fvalue-stream-management%2F%3FMcasTsid%3D15600&amp;McasCSRF=8cc0af8be13d75b2e30568713c24e65dcf75df131d19d87eac7ea93bee20990e\"><span data-contrast=\"none\">Value Stream Management Solution Page<\/span><\/a><span data-contrast=\"none\"> for more information about how you can start using Flow Metrics to optimize your product value streams.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Digital financial startups are taking the market by storm, and many big banks are struggling to keep up. In a world where agility and rapid feature delivery are crucial, sprawling, siloed organizations laden with top-down processes are at a disadvantage. One of the world\u2019s largest banking and financial services organizations, faced with a rising tide&#8230;<\/p>\n","protected":false},"author":243,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_editorskit_title_hidden":false,"_editorskit_reading_time":0,"_editorskit_is_block_options_detached":false,"_editorskit_block_options_position":"{}","footnotes":""},"categories":[9545],"tags":[],"class_list":["post-22200","post","type-post","status-publish","format-standard","hentry","category-the-flow-framework"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Leading Financial Services Provider Decreases Spend While Increasing Customer Satisfaction Using Flow Metrics\u00a0 | Tasktop Blog<\/title>\n<meta name=\"description\" content=\"Using insights from Flow Metrics, financial institution reduces time-to-market by 70%, increases customer happiness, and lifts employee morale\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Leading Financial Services Provider Decreases Spend While Increasing Customer Satisfaction Using Flow Metrics\u00a0\" \/>\n<meta property=\"og:description\" content=\"Using insights from Flow Metrics, financial institution reduces time-to-market by 70%, increases customer happiness, and lifts employee morale\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/\" \/>\n<meta property=\"og:site_name\" content=\"Planview Blog\" \/>\n<meta property=\"article:publisher\" content=\"http:\/\/www.facebook.com\/pages\/Planview-Inc\/89422974772\" \/>\n<meta property=\"article:published_time\" content=\"2022-12-12T18:35:45+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-03-06T19:58:54+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/media.planview.com\/tasktop_blog\/wp-content\/uploads\/2022\/12\/case-study-blog-tt-1-850x550.png\" \/>\n<meta name=\"author\" content=\"Natalie Vandenberg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@Planview\" \/>\n<meta name=\"twitter:site\" content=\"@Planview\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Natalie Vandenberg\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/blog.planview.com\\\/leading-financial-services-provider-decreases-spend-2\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/blog.planview.com\\\/leading-financial-services-provider-decreases-spend-2\\\/\"},\"author\":{\"name\":\"Natalie Vandenberg\",\"@id\":\"https:\\\/\\\/blog.planview.com\\\/#\\\/schema\\\/person\\\/30b7dedce8a974fd00ab9547db0bb932\"},\"headline\":\"Leading Financial Services Provider Decreases Spend While Increasing Customer Satisfaction Using Flow Metrics\u00a0\",\"datePublished\":\"2022-12-12T18:35:45+00:00\",\"dateModified\":\"2023-03-06T19:58:54+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/blog.planview.com\\\/leading-financial-services-provider-decreases-spend-2\\\/\"},\"wordCount\":1115,\"publisher\":{\"@id\":\"https:\\\/\\\/blog.planview.com\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/blog.planview.com\\\/leading-financial-services-provider-decreases-spend-2\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/media.planview.com\\\/tasktop_blog\\\/wp-content\\\/uploads\\\/2022\\\/12\\\/case-study-blog-tt-1-850x550.png\",\"articleSection\":[\"The Flow Framework\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/blog.planview.com\\\/leading-financial-services-provider-decreases-spend-2\\\/\",\"url\":\"https:\\\/\\\/blog.planview.com\\\/leading-financial-services-provider-decreases-spend-2\\\/\",\"name\":\"Leading Financial Services Provider Decreases Spend While Increasing Customer Satisfaction Using Flow Metrics\u00a0 | Tasktop Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/blog.planview.com\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/blog.planview.com\\\/leading-financial-services-provider-decreases-spend-2\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/blog.planview.com\\\/leading-financial-services-provider-decreases-spend-2\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/media.planview.com\\\/tasktop_blog\\\/wp-content\\\/uploads\\\/2022\\\/12\\\/case-study-blog-tt-1-850x550.png\",\"datePublished\":\"2022-12-12T18:35:45+00:00\",\"dateModified\":\"2023-03-06T19:58:54+00:00\",\"description\":\"Using insights from Flow Metrics, financial institution reduces time-to-market by 70%, increases customer happiness, and lifts employee morale\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/blog.planview.com\\\/leading-financial-services-provider-decreases-spend-2\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/blog.planview.com\\\/leading-financial-services-provider-decreases-spend-2\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/blog.planview.com\\\/leading-financial-services-provider-decreases-spend-2\\\/#primaryimage\",\"url\":\"https:\\\/\\\/media.planview.com\\\/tasktop_blog\\\/wp-content\\\/uploads\\\/2022\\\/12\\\/case-study-blog-tt-1-850x550.png\",\"contentUrl\":\"https:\\\/\\\/media.planview.com\\\/tasktop_blog\\\/wp-content\\\/uploads\\\/2022\\\/12\\\/case-study-blog-tt-1-850x550.png\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/blog.planview.com\\\/leading-financial-services-provider-decreases-spend-2\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/blog.planview.com\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Leading Financial Services Provider Decreases Spend While Increasing Customer Satisfaction Using Flow Metrics\u00a0\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/blog.planview.com\\\/#website\",\"url\":\"https:\\\/\\\/blog.planview.com\\\/\",\"name\":\"Planview Blog\",\"description\":\"Leading the conversation on digital connected work\",\"publisher\":{\"@id\":\"https:\\\/\\\/blog.planview.com\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/blog.planview.com\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/blog.planview.com\\\/#organization\",\"name\":\"Planview\",\"url\":\"https:\\\/\\\/blog.planview.com\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/blog.planview.com\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/blog.planview.com\\\/wp-content\\\/uploads\\\/2015\\\/06\\\/planview-logo-black.png\",\"contentUrl\":\"https:\\\/\\\/blog.planview.com\\\/wp-content\\\/uploads\\\/2015\\\/06\\\/planview-logo-black.png\",\"width\":280,\"height\":66,\"caption\":\"Planview\"},\"image\":{\"@id\":\"https:\\\/\\\/blog.planview.com\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"http:\\\/\\\/www.facebook.com\\\/pages\\\/Planview-Inc\\\/89422974772\",\"https:\\\/\\\/x.com\\\/Planview\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/blog.planview.com\\\/#\\\/schema\\\/person\\\/30b7dedce8a974fd00ab9547db0bb932\",\"name\":\"Natalie Vandenberg\",\"description\":\"Natalie is the Product Marketing Intern for Planview's VSM team. She has a Bachelor's degree in English from the University of British Columbia and is looking forward to continuing to strengthen her skills in analysis, communication, and project management.\",\"url\":\"https:\\\/\\\/blog.planview.com\\\/author\\\/natalie-vandenberg\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Leading Financial Services Provider Decreases Spend While Increasing Customer Satisfaction Using Flow Metrics\u00a0 | Tasktop Blog","description":"Using insights from Flow Metrics, financial institution reduces time-to-market by 70%, increases customer happiness, and lifts employee morale","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/","og_locale":"en_US","og_type":"article","og_title":"Leading Financial Services Provider Decreases Spend While Increasing Customer Satisfaction Using Flow Metrics\u00a0","og_description":"Using insights from Flow Metrics, financial institution reduces time-to-market by 70%, increases customer happiness, and lifts employee morale","og_url":"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/","og_site_name":"Planview Blog","article_publisher":"http:\/\/www.facebook.com\/pages\/Planview-Inc\/89422974772","article_published_time":"2022-12-12T18:35:45+00:00","article_modified_time":"2023-03-06T19:58:54+00:00","og_image":[{"url":"https:\/\/media.planview.com\/tasktop_blog\/wp-content\/uploads\/2022\/12\/case-study-blog-tt-1-850x550.png","type":"","width":"","height":""}],"author":"Natalie Vandenberg","twitter_card":"summary_large_image","twitter_creator":"@Planview","twitter_site":"@Planview","twitter_misc":{"Written by":"Natalie Vandenberg","Est. reading time":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/#article","isPartOf":{"@id":"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/"},"author":{"name":"Natalie Vandenberg","@id":"https:\/\/blog.planview.com\/#\/schema\/person\/30b7dedce8a974fd00ab9547db0bb932"},"headline":"Leading Financial Services Provider Decreases Spend While Increasing Customer Satisfaction Using Flow Metrics\u00a0","datePublished":"2022-12-12T18:35:45+00:00","dateModified":"2023-03-06T19:58:54+00:00","mainEntityOfPage":{"@id":"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/"},"wordCount":1115,"publisher":{"@id":"https:\/\/blog.planview.com\/#organization"},"image":{"@id":"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/#primaryimage"},"thumbnailUrl":"https:\/\/media.planview.com\/tasktop_blog\/wp-content\/uploads\/2022\/12\/case-study-blog-tt-1-850x550.png","articleSection":["The Flow Framework"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/","url":"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/","name":"Leading Financial Services Provider Decreases Spend While Increasing Customer Satisfaction Using Flow Metrics\u00a0 | Tasktop Blog","isPartOf":{"@id":"https:\/\/blog.planview.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/#primaryimage"},"image":{"@id":"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/#primaryimage"},"thumbnailUrl":"https:\/\/media.planview.com\/tasktop_blog\/wp-content\/uploads\/2022\/12\/case-study-blog-tt-1-850x550.png","datePublished":"2022-12-12T18:35:45+00:00","dateModified":"2023-03-06T19:58:54+00:00","description":"Using insights from Flow Metrics, financial institution reduces time-to-market by 70%, increases customer happiness, and lifts employee morale","breadcrumb":{"@id":"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/#primaryimage","url":"https:\/\/media.planview.com\/tasktop_blog\/wp-content\/uploads\/2022\/12\/case-study-blog-tt-1-850x550.png","contentUrl":"https:\/\/media.planview.com\/tasktop_blog\/wp-content\/uploads\/2022\/12\/case-study-blog-tt-1-850x550.png"},{"@type":"BreadcrumbList","@id":"https:\/\/blog.planview.com\/leading-financial-services-provider-decreases-spend-2\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/blog.planview.com\/"},{"@type":"ListItem","position":2,"name":"Leading Financial Services Provider Decreases Spend While Increasing Customer Satisfaction Using Flow Metrics\u00a0"}]},{"@type":"WebSite","@id":"https:\/\/blog.planview.com\/#website","url":"https:\/\/blog.planview.com\/","name":"Planview Blog","description":"Leading the conversation on digital connected work","publisher":{"@id":"https:\/\/blog.planview.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/blog.planview.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/blog.planview.com\/#organization","name":"Planview","url":"https:\/\/blog.planview.com\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/blog.planview.com\/#\/schema\/logo\/image\/","url":"https:\/\/blog.planview.com\/wp-content\/uploads\/2015\/06\/planview-logo-black.png","contentUrl":"https:\/\/blog.planview.com\/wp-content\/uploads\/2015\/06\/planview-logo-black.png","width":280,"height":66,"caption":"Planview"},"image":{"@id":"https:\/\/blog.planview.com\/#\/schema\/logo\/image\/"},"sameAs":["http:\/\/www.facebook.com\/pages\/Planview-Inc\/89422974772","https:\/\/x.com\/Planview"]},{"@type":"Person","@id":"https:\/\/blog.planview.com\/#\/schema\/person\/30b7dedce8a974fd00ab9547db0bb932","name":"Natalie Vandenberg","description":"Natalie is the Product Marketing Intern for Planview's VSM team. She has a Bachelor's degree in English from the University of British Columbia and is looking forward to continuing to strengthen her skills in analysis, communication, and project management.","url":"https:\/\/blog.planview.com\/author\/natalie-vandenberg\/"}]}},"_links":{"self":[{"href":"https:\/\/blog.planview.com\/wp-json\/wp\/v2\/posts\/22200","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.planview.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.planview.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.planview.com\/wp-json\/wp\/v2\/users\/243"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.planview.com\/wp-json\/wp\/v2\/comments?post=22200"}],"version-history":[{"count":0,"href":"https:\/\/blog.planview.com\/wp-json\/wp\/v2\/posts\/22200\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.planview.com\/wp-json\/wp\/v2\/media?parent=22200"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.planview.com\/wp-json\/wp\/v2\/categories?post=22200"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.planview.com\/wp-json\/wp\/v2\/tags?post=22200"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}