Transforming a Commercial Bank in India
Business Challenges
Reports were generated from multiple systems, many requiring manual preparation. While the bank was collecting large amounts of data, they were unable to analyze it across systems. In addition, the bank was struggling to respond quickly to its customers.
Solutions
Our team of consultants, along with bank subject matter experts and system users, designed and implemented an enterprise data warehouse, operational customer relationship management, and data mining and analytics.
Results
The team created the foundation for facilitating a unified view of bank’s customers across business segments. The bank’s management team saw an improvement in overall customer service management which lead to increased profitability, as well as a reduction in business risks from a single data version and fewer manual interventions.
Purchase to Pay Transformation
Business Challenges
A Silicon Valley based technology business was grappling with the complexities of multiple currencies, geographical locations and large number of vendors spread across the globe.
Solutions
The team focused first on quick wins, including eliminating dormant vendors, cleaning data, and creating online access to standard commercial contracts. Next, the team introduced a procurement performance matrix with a standard supplier selection and formalized reporting process. New supplier surveys and analytics were developed. Finally, the team designed a supplier portal that integrated with the company’s financial reporting system.
Results
Employees’ morale improved as non-value add work was eliminated. Stakeholder knowledge increased with the constant real-time flow of information, leading to faster, more informed decisions. The company was able to derive global economies of scale from its large vendors while enabling cost savings for smaller vendors.
Digital Communications Strategy
Business Challenges
A national real estate company was frustrated by the lack of visibility into outcomes as data was stored across varied sources. Its customer relationship management application was disconnected from management platform. In addition, the company was limited in its ability to control telecommunications spend across multiple locations.
Solutions
The consulting team collaborated with the company’s management subject matter experts to design and implement a digital network, redesigned the company contact center, replaced the contact center software and communications platform, integrated data with enterprise property management software, and developed an executive dashboard reporting system.
Results
The company’s management team access to its full customer lifecycle and field sales processes which enabled them to adjust policies and sales programs, minimize risks, control costs, and improve service delivery. The company decreased operational expenses by replacing and eliminating regular telephone lines, while integrating contact center and distributed management systems telecommunications.