A banking and financial services conglomerate having operations in US and Latin America has a strategic vision of transforming into a “Digitally-enabled” bank to deliver a highly engaging omnichannel customer experience. They were facing several challenges in accelerating the pace of digital transformation, which made them perform sub-par on the digital metrics.

Incedo teamed up with the client, who has products and services including personal banking, corporate banking, domestic lending, and foreign exchange. On facing disruptions, the client wanted to plug the gap by a three-pronged approach.

Improve Digital engagement and enhance customer experience
Increase sales leveraging digital channels
Launch new age products using open banking platform and tying up

Incedo’s digital consulting team collaborated with the bank’s retail business, digital and technology leadership teams to clearly define the problem statements aligned to their business KPI’s to translate them into a defined digital transformation approach and priorities. Incedo adopted a multidisciplinary approach combining platform with services along with a three step approach for digital transformation to impact:

2X-improvement

2X improvement in conversion rates across channels

30-50-percentage-improvement

30-50% improvement in digital channel contribution for sales across products

109-percentage-improvement

109% improvement in credit disbursement driven by digital targeting

135-percentage-improvement

135% improvement in interest revenue from existing loans driven by ML driven personalized pricing

Driving-innovation and onboarding

Driving innovation and onboarding new use cases, while reducing cost and TAT leveraging Digital platform

Inculcating Advanced ML and Cloud capability

Inculcating Advanced ML and Cloud capability within Bank’s marketing and IT teams, to drive data science use at the bank

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