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

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The Challenge

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

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The Challenge

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

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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
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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
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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

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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
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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
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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

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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
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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
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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)