In 2016, the EOS Group set out into uncharted territory in partnership with iteratec. As one of the leading international financial services providers, EOS relies on the latest technologies to offer customers financial security through smart services. This created a need to replace the old core system and build a completely new one.
The goal was nothing less than state-of-the-art technology for the coming years. The system is not only designed to be highly automated and enable customer communication through new channels, but also, thanks to machine-learning algorithms, to learn autonomously, make decisions on its own, and suggest next steps to case workers.
However, the project, known as FX, is far more than just a new development. As the first large-scale agile project at the EOS Group, it also involved a cultural shift and a realignment of the organization.
FX is the first major project we’ve implemented using an agile approach at EOS. Our success stems not only from the technologies we’ve deployed, but especially from our collaborative project and work culture—where everyone is treated as equals—and our constant drive to do even better. We can always count on iteratec’s expertise and high-quality solutions.
Thanks to years of experience in agile software development and agile coaching, iteratec was able to contribute and embed valuable expertise. Decision-making authority was delegated from management to highly motivated teams that operated independently. These teams had the courage to break new ground, to learn constantly, and to continually question and improve their work and processes.
From the very beginning, there were interdisciplinary teams, which made it possible to establish a shared understanding of technical expertise and agility. As a result, the teams were able to go live with an initial Minimum Viable Product (MVP) of the new system by the end of 2017. The MVP met the core requirements, already delivered customer value, and was continuously improved based on customer feedback.
Gaining acceptance and understanding for an MVP is always challenging—even more so in this specific case, because working in the MVP was significantly more laborious at the start than in the legacy system. Initially, five courageous case workers embarked on the journey with the development teams and worked in a completely new environment with an entirely new system. Through a rotation process, most of the case workers were able to familiarize themselves with the new system and provide valuable feedback. They were willing to embrace the new system, and this was the key success factor for the MVP and for the agile realignment of cross-departmental collaboration, which is taking ever-stronger root within the EOS Group.
The EOS Group is a leading provider of receivables assessment and management services, serving approximately 20,000 clients in 26 countries. Through an international network of partner companies, the EOS Group has resources in over 180 countries, with more than 7,500 employees and over 60 subsidiaries. EOS is part of the Otto Group. As part of the EOS Group, EOS Technology Solutions provides highly automated IT products and systems for scalable and flexible debt collection processes and organizations.
