A multinational bank offering a range of financial products and services, including savings accounts, loans, mortgages, and investment services.
A multinational bank offering a range of financial products and services, including savings accounts, loans, mortgages, and investment services.
Personalization is one of the key components of modern customer service. Whatever the industry, users expect to see offers and services that are relevant to them. To enable this capability, companies need to have a good understanding of customer behavior that is based on data.
However, many financial institutions struggle with gaining actionable insights. Our client, a major multinational bank, faced a similar challenge. They knew modern customers expect banking services tailored to their needs, but their existing data analytics systems didn’t give them the insights they needed.
With a mix of savings accounts, loans, mortgages, and investment products, the bank needed a smarter way to understand what their customers really wanted. They came to us looking to improve their use of data to enable better customer service.
The project involved extracting data from legacy databases and processing them accordingly, so they could be presented in a modern dashboard format. Our team examined the data to develop a roadmap for the transformation. We then extracted and cleaned the data and standardized its formats in preparation for analysis.
Our team created the appropriate structure tables and models to enable fast analysis of the vast amounts of information. The system involved collecting and processing sensitive data, so we had to make sure the solution was compliant with the most stringent data management and security principles.
The next step was the design of dashboards and reports that provided relevant business intelligence. We’ve developed a series of wireframes and prototypes to demonstrate new capabilities and functionalities. Based on the selected designs, we created the final reports and integrated them into the bank’s systems, ensuring that data was continuously updated and accurate.
Finally, we offered comprehensive documentation and training to the bank’s staff to ensure they could effectively use the dashboard.
The project was a resounding success, and the solution was well-received by the bank’s stakeholders. Newly implemented reports provide real-time insights into the bank’s customer behavior, which helps the client improve its services and drive more revenue.
The new Power BI dashboards were tailored to the client’s branding and, more importantly, delivered tangible results. Bank staff now have clear, up-to-date insights into customer behavior at their fingertips. This means they can spot trends faster and offer services that match what customers want.
Some key wins include:
The bank’s team quickly got comfortable with the new tools. They’re now equipped to use customer data in ways that make banking more personal and relevant.
This project shows how smart data use can transform customer service in banking. Having data is just the first step – the goal is making it work for you and your customers.