CUSTOMER MASTER FOR CALIFORNIA FINANCIAL INSTITUTION

  • 77 years in business
  • $10B+ in assets
  • 30+ branches in Southern California

BUSINESS
NEED

  • Grow profitability from $10B to $20B by 2020
  • Create a 360-view of customer across all products and services to deepen relationships, increase wallet share, and cross-sell and up-sell
  • Improve credit decisioning models
  • Improve workforce productivity
  • Leverage new technology for automation, orchestration, and visualization
  • Ready for new federal regulations as business grows (CCAR)

CHALLENGE

  • Highly manual processes
  • 30+ disparate data systems
  • No CRM system
  • MDM is a small part of overall technology transformatiom
  • No formal loan origination system
  • Lacking reporting for regulatory controls
  • No enterprise data warehouse
  • High internal turnover since project start

SOLUTION
& RESULTS

  • Implemented a customer master data management solution, including:
    • Comprehensive view of customer
    • Enhanced account management
    • Personalized customer relationship management
    • Operations, risk management, finance and profitability analysis, and regulatory requirements
  • 6-month implementation schedule, 6 full time resources