Case Studies  

Data Driven Decision Making Starts at the Branch

Scott Duthie - Partner

13 May 2022

What makes these solutions unique are that they are produced with branch staff at the core as the primary users. Too often we see critical information being hoarded at the head office level. Our approach ensures data is available to support operational decisions, at the coal face, as staff need it.

CLIENT SUCCESS STORY

Company Highlights

Region: USA

Sector: Financials

Industry: Banking & Credit Unions

Division: Sales & Operations

Solution Technologies: Qlik

Solution Products: Qlik Sense

Solution Service Type: Project

 

I N T R O D U C T I O N

Operating in an increasingly competitive space, credit unions must be assertive and innovative to stay ahead of the curve and achieve their growth objectives. In this case study we look at some Pomerol Partners solutions making headway in credit unions. This solution is a daily production dashboard giving branch managers a holistic view of their entire front-office operation.

 

O P P O R T U N I T I E S

  • Create a complete customer 360 view to identify cross sell opportunities and boost conversion.
  • Employee incentive schemes are very effective at promoting desired behavior amongst branch employees.

 

C H A L L E N G E

Credit Unions typically have a myriad of systems for managing multiple applications and transactions behind their broad range of products and services. This is often a result of growth through acquisition, or sometimes through home grown expansion in services being offered, but regardless of the root cause, that myriad of systems makes building a holistic view of the business difficult as it hinders data availability and monitoring.

Customer service from the branch staff sits at the core of the Credit Union offering, but this requires them to be responsive and nimble, and this is only possible when you have the information at your fingertips to craft the customer experience. They also need an incentive program that rewards them for achieving results in line with the Credit Union’s goals. However, managing and updating performance metrics is made challenging by a wide range of systems that house that data, and a broad range of incentive plans personalized to different employee roles. Without a live view of their current incentive plan, motivating staff to strive towards short term goals is difficult.

 

S T A K E H O L D E R S

End users were branch employees and branch managers firstly, and analysts at head office secondly.

 

S O L U T I O N

What makes these solutions unique are that they are produced with branch staff at the core as the primary users. Too often we see critical information being hoarded at the head office level. Our approach ensures data is available to support operational decisions, at the coal face, as staff need it.

Using the Qlik platform, we help Credit Unions extract data from all their source systems – often over a dozen separate systems per institution. We then merge this disparate data together and surface general operational reporting and analytic insights through interactive dashboards. The analytics are updated hourly or daily depending on the system, giving branch managers and employees a reliable centralized portal to monitor production and identify new client opportunities. What’s more, the process is fully automated, meaning analysts can spend more time discovering insights, and less time building reports. In terms of the staff focus to drive performance – Pomerol built a web-based incentive portal offering a live view into incentive tracking and bonus achievement for employees. Branch staff can see where they sit against their goals for the month and quarter, bonus earned so far, and the granular details of the actions that led to those bonus payouts. Accessed anytime via mobile, ‘gamifying’ the incentive experience for employees has driven engagement and boosted performance.

 

R E S U L T

The app helped branches and their employees better understand their branches activity and production. It also let them compare their performance to other branches – this helped them operate more effectively – and guided them to areas they needed to improve on. For individual employees, the incentive monitoring provided a live snapshot of where thy stood against their incentive plan mid-month – meaning they could make changes to their behavior pro-actively to improve their own performance and achieve a higher reward.

 

A B O U T  P O M E R O L

Pomerol Partners creates and delivers meaningful data-driven business solutions and services. We’ve been operating in Data Analytics and Intelligence Reporting for over 9 years and our Partners have a cumulative 100 years in global experience. In 2013, Pomerol spun out of Deutsche Bank after a range of successful BI projects were delivered saving the bank over $3m. Ever since then we’ve been partnering with our clients (executives, managers, analysts, etc.) across all business verticals to optimize the intersect between changing business demands, technological progress and sustainable business growth.

Our consultants have helped hundreds of organizations, of all sizes and in all industries worldwide, make money. How do we do this? Leveraging your data to increase revenue, automate processes, decrease costs and understand your insights. Pomerol delivers value that helps you grow and change with better data-driven decisions and solutions that empower you as an Elite Qlik Solutions Partner.  Our professional consultants, that reside in three countries (United States, United Kingdom and Portugal), are experts that will partner with you for the technical as well as business-oriented solutions. Working with the same team in all capacities ensures you always know where we stand with our work and commitment to you. 

Like what you’ve read today? We can help your business get up to speed with Qlik as a service: https://pomerolpartners.com/pomerol-qlik-as-a-service

 

 

 

 


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