Results
Success
Helping Financial Services Transform. Confidently.
See how we help our clients in the Financial Services industry transform through digitization, one project at a time. Each project delivers business value and a measurable ROI, based on Metrics aligned to our clients’ objectives and purpose.
Success Story: Regulatory Banking
Helping Corporate Banking Function Address Regulatory Project Portfolio Management

The Challenge
- Unorganized project portfolio made prioritizing projects difficult
- Over-allocation of technology funds to regulatory projects (~$100MM)

Our Approach
- Developed an in-house system to prioritize, report, and track project costs
- Created 2-for-1 benefits on regulatory project portfolio (e.g. one common data mart to address multiple regulatory reporting)

Outcomes
- Over $8MM in ROI
- Reduced fund allocation of overall regulatory project portfolio by over 10%
- Leadership Team alignment
Success Story: Retail Banking
Transforming Retail Banking CRM to Improve Customer Advisory and Sales Performance

The Challenge
- Sales at branches were transaction-based
- Low customer satisfaction with only single-channel interaction

Our Approach
- Redesign branch banking process for effetive referral Management
- 360-degree view of customer with multi-channel interaction data
- Increased use of digital banking services and capabilities

Outcomes
- Culture shift to satisfy customer needs through advisory-based Business model
- Increased overall Branch banking sales of over 4% year-over-year
- Increased digital banking adoption by over 20% within 6 months after launch of new Salesforce CRM system
Success Story: Wealth Management
Improving External Broker Interaction in a Wealth Management Investment Bank

The Challenge
- Nation-wide Brokers working a major Wealth Management Investment Bank had poor interaction with contact centre
- Lack of knowledge Management system to provide consistent information on customer and transaction queries

Our Approach
- Aligned Salesforce Analytics with Contact Centre processes to provide accurate and constent information to external Brokers
- Developed adoption techniques to rollout new Business model to over 500 contact centre agents nationwide

Outcomes
- Increased single-call Broker Issue Resolution by over 30% resulting in $10MM of aggregate time savings per year
- Improved Broker satisfaction, which resulted in 12% increased sales of wealth Management products, measured by current Broker network
- Increased adoption of new Business model by over 90% within 4 months of system rollout
Success Story: Capital Markets
Develop AI and Machine Learning Program in Capital Markets & Enterprise Data

The Challenge
- Capital Markets Line-of-Business in a bank had the desire to launch AI and ML capabilities, but did not know how
- Front-office, middle-office and back-office were unsure of how to select high return use cases for AI and ML

Our Approach
- As part of Chief Digital Office, developed a Case-driven approach to rollout AI and ML initiative
- Selected and classified use cases based on impact and ROI for use of AI and ML
- Worked with Data teams to develop models and conduct pilot tests

Outcomes
- Wide leadership support to test the experimental program with AI and ML
- Engaged with AI and ML vendors and the bank’s internal Data capabilities to show value
- Obtained an over 40% success rate of pilot use cases where AI and ML models were deployed: compliance, back-office trade fulfilment functions and data analytics reports
Success Story: Payments & Loyalty
Modernize Point-of-Sale Payments and Introduce Digital Loyalty Program

The Challenge
- Financial Services arm of a major retailer had paper-based loyalty money
- Heavy operations to print, distribute and manage loyalty program
- Payments for loyalty had difficulty reconciling with bank-end financial systems

Our Approach
- Transformed loyalty program to 100% Digital Loyalty based on chip cards
- Direct payment functionality from Loyalty card without intervention of monetary payment system
- Roadmap for future integration of digital loyalty with credit card systems

Outcomes
- Sunset of over $12MM of paper-based loyalty money
- Distribution of nation-wide digital loyalty cards
- Over 88% customer adoption of new digital loyalty cards (admittedly, several customers reported to insist on holding on to paper loyalty money)