Leading West Coast Utility Provider
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20%
of Customers Identified for Upgrades
40%
Rise in Card Uptake
42%
Activation Rate Achieved
98%
Improvement in Data Source Utilization for Trigger Management

The Client

This top full-service lender is based in the United States, where it is one of the nation’s largest financial services organizations. A core specialty of the company is the issuance of individual home and automotive loans. It is also one of the largest credit card providers in the US.

The Challenge

The institution was gathering customer source information in the form of physical documents. Key purposes for this collection were “know your customer” (KYC) and credit scoring. The task was conducted at retail showrooms, at the organization's offices, and at individuals’ locations. The firm asked us to digitize their documentation process so that they could benefit from:

  • More efficient loan processing and faster turn-around time
  • Minimized manual effort as a part of its mortgage operations team’s 300-item quality control (QC) checklist
  • Improvement in collection and reduction in delinquency rate due to enablement of collection teams to handle greater volume.

Solutions Provided

  • A document digitization solution using digital forms and optimal character recognition / intelligent character recognition (OCR/ICR) technology
  • Automaton of 60 arduous, time-consuming tasks we identified within the QC checklist
  • Data management to facilitate detailed analysis of delinquent parties’ historical payment behavior and develop a model to predict propensity to pay at various collection stages

We also segmented the portfolio to develop a treatment strategy, using a model of scoring based on three payment propensity levels:

1. High: No calls for 30 days, as most customers pay on their own

2. Medium: Maximum collection efforts, to drive high payments

3. Low: Treatment solutions such as settlement and restructuring, to reduce losses

Brand Impact

  • Our robotic process automation reduced the mortgage operations team’s manual work by 20%.
  • Our documentation solution increased activation rates by 42%.
  • Our data management service improved the collection team’s card uptake by 40%.
  • Our analytics delivered 98% better engagement of data sources for trigger management.
  • Our solutions increased the identification of customers to be upgraded by 20%.

Services Delivered

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Digital Process Transformation

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