Case studies
1. Private equity attempts to acquire a leading card issuer in CEE
We were engaged by a global Private Equity fund who was assessing the opportunity to acquire a leading card issuer operating in a 1st tier market in CEE. The project involved due diligence of operational, risk, customer service and payments processes and reconditions on improvements for value creation over mid-term.
2. Online retailer in SEE
A leading online retailer in South East Europe needed to review its Customer Servicing Model by revisiting key processes, organization structure and implementing an advanced customer contact platform. We assisted by defining business requirements, re-designing processes and supporting the rollout of technology.
3. Benchmarking in CEE for a retail banking group
A large retail banking group required to compare efficiency of its debt collections business across several CEE markets. We not only provided the data but also heled flag problematic areas and suggested improvement initiatives.
4. Telco in West Balkans
With a partner company, we have assisted the rollout of Customer Experience platform by selecting end to end critical processes with corresponding key performance indicators.
5. BCM in Singapore
We have worked with a leading regional financial institution in South East Asia on their Business Continuity Management strategy ensuring compliance with regulation in several SEA countries.
SELECTED BANKING CASE STUDIES IN THE RUSSIAN FEDERATION
Efficiency prediction for KPI planning
Production of a model to predict Roll rates based on historic Cure rates to plan provisions
Situation
To bridge the gap between risk and collections, a top-5 Russian bank required a planning system to forecast Roll rates and provisions based on factual collections data.
Assessment of quality of incoming flow
Production of a model to assess quality of incoming flow to plan budget
Situation
To analyse the quality of clients, falling into arrears, a scorecard to assess quality of incoming flow, including data from BCH was created for a top-3 SNG bank.
Reduction of additional provisions ~ 4%
Customer journey for payroll clients
Ensuring a great customer experience to boost payroll sales based on BP risk strategies
Situation
After building the risk strategies for payroll clients a top-5 Russian bank required improving the customer journey to increase its market share.
Yearly sales to payroll clients +19%
Refinancing sales
Design of initiatives to increase the primary and x-sell sales for refinance
Situation
In order to boost its refinance sales a leading Russian bank started a project with BP.
+160% potential in refinance sales year-to-year
Credit card approval enhancement
Design and implementation of risk strategy to expand credit card portfolio
Situation
As a part of a comprehensive sales boost project a leading Russian bank needed to raise approval of credit cards without increasing risk.
Approval rate +11 p. points
Strategy of payroll client engagement
Design and piloting of a risk strategy to expand payroll client portfolio
Situation
To develop its payroll client base a top-5 Russian bank required new strategy to engage them.
Yearly sales to payroll clients +19%
Collection redesign for a top-3 bank
Design and implementation of end-to-end collection process
Situation
A top-3 Russian bank sought after a profound collections redesign as it faced decline in recovery.
Reduction of additional provisions ~7%, subsequently another ~5% after a follow-up engagement
Collection redesign for a leading bank
Design and implementation of end-to-end collection process
Situation
A leading Russian bank contacted us to improve the current processes and enhance collection efficiency.
Reduction of additional provisions within a year ~7%
CRM decision engine
Production of a ready-to-use CRM service to generate product offers based on BCH big data
Situation
A leading Russian Credit bureau considered releasing a market product that would take advantage of the vast amount for accumulated BCH data.
Response increase +5-10%
Portfolio profitability increase +3-7%
Portfolio quality increase (Trend of vintage quality 90+ cumulatively ~ -1,5%)
CRM segmentation
In-depth segmentation of existing portfolio for maximizing sales via strategy differentiation
Situation
A top-3 bank was willing to increase CRM sales by improving preapproved offers and activating large sleeping client base.
Increase in preapproval coverage +54%
Increase in sales +9.5%
Collection call center efficiency improvement
Optimization of telephone collection on all stages as a part of a collection client journey
Situation
A top-3 Russian bank engaged consultants to increase call centre efficiency as a part of a comprehensive collections project in Agile methodology.
RPC rate +12%, Spin rate +44%
Inflow -10%, Cure rate 1-20 +10%
Prioritizing of phone numbers for a Collections Agency
A model to prioritize phone numbers allows to increase RPC rate
Situation
Collection agency was interested in reducing collection costs, one of the initiatives in this direction was to build a model to set rules for prioritization and holding calls on a phone level.
Prioritization of phones while dialling with the help of phone scoring allows to reduce collection costs and increase RPC rate
Reducing call cost by 30% and increasing contact rate by 5%.