Freedom Financial NetworkA digital transformation strategy for financial services
Founded in 2002, Freedom Financial Network (FFN) is a leader in the Consumer Financial Services industry focused on debt settlement and resolution, mortgage financing and personal loans. The company, with over 2,400 employees, is headquartered in San Mateo, CA, with additional offices in Tempe, Arizona.
It is no secret: data shows that employees who feel safe, informed, and happy at work deliver better results and enjoy a richer level of job satisfaction. So, when Freedom Financial Network CIO Mark Tonnesen saw their employee satisfaction scores decreasing, he knew it was time for a change - a true transformation of the business.
As a technology thought leader and operations executive who has created and launched new business models, Tonnesen looked to technology options to develop a business transformation strategy. The goals included producing happy, productive employees along with better planned facilities. The expectation was the option could bridge the physical work experience with data required to inform decisions.
The solution needed to resolve three main challenges:
- Improve internal communications across employees and ecosystem community audiences
- Drive expense control and facility planning by understanding space utilization
- Provide employees with a better sense of physical security on premise.
Tonnesen partnered with local technology services provider Immedia Integrated Technologies in Scottsdale, AZ, and developed an integrated solution built on the Kloudspot Situational Awareness Platform. The custom solution Freedom Financial deployed had amazing impact on both the employees and facility planning. In just one year, Employee Engagement scores improved by 13% Y/Y and the company saved $20M in facilities. Let’s look at the journey.
KLOUDSPOT SOLUTION IMPACT
EMPLOYEE ENGAGEMENT SCORE
Addressing Three Challenges
Mark TonnessenCIO – Freedom Financial Network
“Early on,” said Tonnesen, “we especially liked Kloudspot’s accuracy of location information, along with the footfall and time-of-day analysis, GPS, positioning of people & vendors, security-related data, the ability to create and adjust business rules, the robustness of the analytics engine, and the large amount of analytics that can be gleaned from the system. And we appreciated their responsiveness.” Mark continued, “This was precisely the core technology and company we needed for gaining data insights to solve our multiple challenges.”
The core implementation team included three Immedia technicians and a Kloudspot engineer, collaborating with two primary people from FFN, an infrastructure and a content specialist. Tonneson also was personally involved with general guidance and testing of the system as it was being installed. He observed, “We were pleased with the expertise and responsiveness we received at every step from the Immedia’s technicians and Kloudspot’s engineer.”
KloudDisplay Digital Signage working
Freedom Financial entry way
Benefits and impact
With Kloudspot integration FFN is seeing results in line with, or exceeding, original objectives. Communications to stakeholders has clearly expanded and improved. With a better understanding and use of their space, they have also improved their facility and safety-related decision making. Recently they’re discovering newfound ways to gain and communicate insights that hadn’t even been considered previously. Kloudspot is now enhancing FFN‘s business intelligence as a whole, empowering a wide range of data-driven decisions.
“I don’t spend much with Kloudspot on an annual basis, but it is becoming obvious we’ll save 3-4X that amount each year.”
CIO, Freedom Financial Network
“Digitally transforming their business in this data-driven way is changing employee, management and customer conversations - ultimately satisfaction - at Freedom Financial Network. Their team is now better equipped to articulate the specific value that integrating IT with location awareness delivers at every level - to employees, customers, and business operations”
With FFN’s situational awareness and confidence growing, they plan to lean-in further with Kloudspot’s continually evolving features. They’ll be ensuring all their support, service, and operations teams are using the insights from the solution, applying them across the business.
COVID Readiness, Returns to Offices: Looking forward, as their employees return to more on-premise work, the company is readying for compliance with evolving health and safety directives - enabling the business to proceed as smoothly as possible. FFN will have not only expanded physical signage and new messaging available, but they’ll also have control points in place to react quickly to fluid situations.
Having already marked out floor spaces with proper social distancing throughout their buildings, the company next wants to input into Kloudspot space calculations for every location in every building in the company. When health-related people-spacing limitations are in place for various areas, they’ll have alarms go off locally (or signs will appear, and notifications will be sent) when too many people or too little spacing is taking place. And if someone tests positive for Covid-19, they’ll do a complete trace back of who they’ve been in contact with in the building over a certain period of time. Mark believes, “we’ll be able to react and respond quickly should certain situations arise. With Kloudspot in place we can iterate, acting quickly and responsibly as needed.”
Only the Beginning: Long term Tonnesen sees, “The biggest opportunity for which we feel we’re only scratching the surface is on the security side - the overall security of our premises. Likewise, we’re considering ways we can use Kloudspot as a marketing tool for our business. When we have executives coming to our locations or when we host events, we want to be able to interactively deliver the right level of content that is germane to that audience.”
The leaders at Freedom Financial Network believe the benefits are only beginning. As they experience first-hand how the digital revolution is transforming their business operations, it positively affects how they manage and articulate the value of their assets - including people, facilities and technology.
Seeing Kloudspot technology is now more ready to enable positive business impact than similar solutions of the past ever were, FFN is confident that moving forward this solution will give them even greater insight. What else is going on in their environment? What they can do better?
They credit Kloudspot as a key business partner. It clearly contributes to their employees feeling safe, informed, and happy at work. Importantly it also can scale to keep meeting the demands of their enterprise now and for years to come.
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