Case Studies
Our Portfolio
At OBC, we take pride in supporting organizations and projects with thoughtful consulting, business insight, and results-driven execution. Our portfolio highlights the experience, partnerships, and solutions that demonstrate our commitment to helping clients succeed.
Case Study 1: Transforming Regulatory Reporting
Sector: Public Sector
Client Type: Government Organization
Service Area: Digital Transformation | Business Analysis | Process Improvement | Data Governance
The Challenge
A government organization relied on a legacy reporting system built around unstructured PDFs and manual data entry. Program staff, field officers, and leadership struggled with poor data quality, delayed reporting, and limited visibility into critical workflows. Compliance timelines were difficult to track, redundant data entry was draining staff time, and decision-makers lacked the structured information needed to act quickly and confidently.
What OBC Did
OBC led the business analysis workstream for the modernization of the organization’s reporting platform, from requirements gathering through to implementation. Our consultant facilitated requirements-elicitation sessions with cross-functional stakeholders from program, field, and policy teams, translating complex regulatory requirements into clear functional and data specifications.
Key Contributions
• Facilitated requirements elicitation sessions with cross-functional stakeholders across program, field, and policy teams
• Translated complex regulatory policies into clear functional and data requirements
• Redesigned the intake experience by replacing unstructured forms with validated, structured data fields
• Defined business rules aligned to regulatory compliance timelines and policy frameworks
• Designed end-to-end process flows mapping current state to future state
• Partnered with the technical team to configure a Salesforce-based intake and tracking platform
• Established data governance standards including field validation, mandatory fields, and auditability
• Created user stories, acceptance criteria, and backlog items in Jira
• Supported UAT planning, test case creation, and validation
• Advised on notification strategy to reduce operational fatigue while maintaining compliance
The Results
• ~35% improvement in reporting timeliness and data quality
• ~30% increase in regulatory compliance across service delivery sites
• Real-time visibility enabled faster leadership decision-making
• Clean, analyzable datasets created for dashboards and executive reporting
• Reduced reliance on manual processes and paper-based workflows
• Strengthened auditability and traceability for compliance reviews
• Successful adoption across multiple teams and organizational users
OBC helped transform a legacy, paper-heavy reporting system into a structured, data-driven platform, improving compliance, visibility, and decision-making at an organizational level.
Case Study 2: Centralizing Customer Feedback
Sector: Private Sector (Hospitality & Resort Operations)
Client Type: Multi-Location Resort Organization
Service Area: Business Analysis | Process Design | Systems Integration
The Challenge
Customer feedback at this resort organization was scattered across disconnected channels with front desk logs, emails, post-stay surveys, and informal verbal reports. There was no central system for capturing, tracking, or resolving feedback. Leadership had no clear visibility into customer satisfaction trends or recurring service issues, resulting in missed insights and delayed responses that affected the overall guest experience.
What OBC Did
We led the project from initiation through to implementation handover, designing and delivering a centralized feedback management system tailored to the organization’s operational environment. Our consultant conducted stakeholder sessions across operations and customer experience teams and performed a gap analysis using the McKinsey 7S Framework to assess alignment across strategy, systems, structure, and people.
Key Contributions
• Process mapping (As-Is vs. To-Be) to identify feedback handling gaps across all channels
• Designed a future-state centralized workflow covering submission, tracking, escalation, and resolution
• Produced a full documentation suite: BRD, FRD, and PRD
• Built a structured feedback categorization model (complaints, service issues, compliments, and escalation tiers)
• Collaborated with technical teams to integrate multiple feedback channels into one unified system
• Defined testing strategy, validation approach, and supported UAT and implementation handover
The Results
• Centralized system established for capturing and managing all customer feedback
• Improved response time and resolution tracking across all service touchpoints
• Identified recurring service gaps and operational bottlenecks previously invisible to leadership
• Increased data visibility for senior decision-making
• Reduced manual tracking and fragmented communication between teams
• Improved consistency of the customer experience across the organization
OBC transformed fragmented customer input into structured insights, enabling operational improvements and customer experience excellence.
Case Study 3: Optimizing Digital Onboarding
Sector: Private Sector (Financial Services & Banking)
Client Type: Financial Services Organization
Service Area: Digital Transformation | Data Analysis | Process Optimization | Agile Delivery
The Challenge
A financial services organization’s digital account opening process was losing customers before completion. Drop-off rates were high, but there was limited visibility into where and why users were abandoning the journey. The onboarding flow contained bottlenecks and unnecessary steps, and without structured data to analyze, product and operations teams were making decisions without clear evidence.
What OBC Did
OBC led the business analysis and process optimization workstream, combining data analysis with process redesign to identify and resolve the root causes of onboarding friction. Our consultant analyzed onboarding data to surface drop-off points, turnaround times, and error trends, then mapped the full end-to-end onboarding journey using BPMN process flows to identify inefficiencies.
Key Contributions
• Data visualization using Power BI to uncover user behavior patterns and performance gaps
• Gap analysis between current onboarding experience and desired digital flow
• Designed future-state onboarding process focused on speed, simplicity, and user experience
• Collaborated with product and tech teams to prioritize improvements in the Jira backlog
• Developed user stories and requirements to address key onboarding friction points
• Supported Agile delivery, tracking progress across sprints
Documented findings, designs, and recommendations in Confluence
The Results
• Identified key drop-off points, enabling targeted and evidence-based onboarding improvements
• Reduced onboarding friction through streamlined process steps
• Improved visibility into the full customer journey and key performance metrics
• Enabled data-driven decision-making for product and operations teams
• Increased efficiency in onboarding flow and issue resolution
• Strengthened alignment between business, product, and technical stakeholders
OBC optimized a digital onboarding experience by combining data analysis and process redesign, reducing friction and improving customer conversion for a financial services organization.