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[ CASE STUDIES ]

Aladdin Service Model

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CORSA brought order to chaos. Their structured and hands-on approach transformed our relationship with BlackRock. They helped us put in place a model that provides transparency, accountability, and traction.

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Client Overview

The client, a global investment manager using BlackRock Aladdin, was struggling to maintain an effective service relationship with the vendor. In addition to issues stemming from a poorly implemented system during the pandemic, a recent vendor service enhancement had not been correctly rolled out. Communication was inconsistent, ownership unclear, and the vendor’s relationship management team was not following industry best practices.

 

Over time, the client’s internal teams became overwhelmed with unresolved queries and enhancement requests. The backlog grew to more than 120 open items, all deemed urgent by stakeholders, but few were being actively addressed. Issues were frequently dropped, only to resurface again later—eroding internal trust, reducing engagement, and ultimately undermining the value of the system.

The Challenge

01
No structured relationship or governance model between the client and BlackRock.
02
Escalations and tickets lacked defined ownership and tracking mechanisms.
03
Over 120 unresolved issues and requests with no meaningful traction.
04
Poor vendor responsiveness and a lack of prioritisation. Frustrated internal teams losing confidence in the Aladdin platform and support model.

Our Solution

CORSA was engaged to redesign the Aladdin service model from the ground up:

Engagement Framework

Implemented a structured engagement model, escalation procedures, and joint prioritisation processes.

Roles & Ownership

Defined clear internal and vendor-side ownership for each service and support area.

Service Tracker

Built and rolled out a shared service tracker to monitor all open issues, enhancements, responsibilities, and timelines.

Performance Monitoring

Introduced KPIs and reporting dashboards to measure vendor responsiveness, issue resolution time, and service quality.

Executive Alignment

Facilitated monthly meetings between the client’s senior leadership and BlackRock’s relationship.

The Result

01
Reduced unresolved issues from 120+ to under 20 within four months. Established clear ownership and consistent follow-up for all service matters.
02
Strengthened collaboration between client teams and BlackRock’s relationship managers.
03
Increased user confidence and re-engagement with Aladdin as a core platform.
04
A service model that is now embedded as the standard for vendor relationships across the organisation.
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[ Client Testimonial ]

“CORSA brought order to chaos. Their structured and hands-on approach transformed our relationship with BlackRock. They helped us put in place a model that provides transparency, accountability, and traction. We’re now seeing meaningful progress on the things that matter most to us—and we finally feel heard.”

What happened next

With the new service model established and operating effectively, CORSA transitioned oversight to a new internal product owner. The approach is now used as a blueprint for managing other critical vendor relationships.

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