IBM Case Studies A foundation of analytics and personalized engagement build a customer-centric business model

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	A foundation of analytics and personalized engagement build a customer-centric business model IBM

A foundation of analytics and personalized engagement build a customer-centric business model

IBM

Technology Category	Application Infrastructure & Middleware - API Integration & Management Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation Sales & Marketing
Services	Data Science Services System Integration
Challenge	Grupo Financiero Banorte, Mexico’s third-largest bank, was facing a challenge of maintaining personal connections with customers due to rapid growth, especially through acquisitions. The bank wanted to strengthen its connection with customers by infusing all of its frontline processes with deep insights into the customer to drive a more engaging multichannel experience. The goal was to deliver precise personalized customer interaction on a very large scale. Read More
About Customer	Founded in 1899 and based in Monterrey, Grupo Financiero Banorte became Mexico’s third-largest bank, and the biggest Mexican-controlled bank, after merging with IXE Financial Group in 2011. Banorte operates a network of more than 1,300 branches, over 6,700 ATMs, 110,000 point- of-sale (POS) terminals and 25,000 employees. The organization had revenues of USD3.2 billion in 2012 on total assets of USD71.7 billion. Read More
Solution	Banorte implemented a solution that uses models to extract insights into how its customers’ lives are changing and uses those insights to craft highly targeted cross-selling offers. The company is using “next best action” decision optimization algorithms to guide local branch and call-center representatives in their direct dealings with customers. The solution components include IBM InfoSphere Master Data Management, IBM WebSphere Multichannel Banking Transformation Toolkit, IBM WebSphere Application Server, IBM Campaign, IBM Operational Decision Manager, IBM Global Services — Global Business Services, and IBM Research. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Sales & Marketing

Services

Data Science Services

System Integration

Challenge

Grupo Financiero Banorte, Mexico’s third-largest bank, was facing a challenge of maintaining personal connections with customers due to rapid growth, especially through acquisitions. The bank wanted to strengthen its connection with customers by infusing all of its frontline processes with deep insights into the customer to drive a more engaging multichannel experience. The goal was to deliver precise personalized customer interaction on a very large scale.

About Customer

Founded in 1899 and based in Monterrey, Grupo Financiero Banorte became Mexico’s third-largest bank, and the biggest Mexican-controlled bank, after merging with IXE Financial Group in 2011. Banorte operates a network of more than 1,300 branches, over 6,700 ATMs, 110,000 point- of-sale (POS) terminals and 25,000 employees. The organization had revenues of USD3.2 billion in 2012 on total assets of USD71.7 billion.

Solution

Banorte implemented a solution that uses models to extract insights into how its customers’ lives are changing and uses those insights to craft highly targeted cross-selling offers. The company is using “next best action” decision optimization algorithms to guide local branch and call-center representatives in their direct dealings with customers. The solution components include IBM InfoSphere Master Data Management, IBM WebSphere Multichannel Banking Transformation Toolkit, IBM WebSphere Application Server, IBM Campaign, IBM Operational Decision Manager, IBM Global Services — Global Business Services, and IBM Research.

Impact #1	Banorte is delivering precise personalized customer interaction on a very large scale.
Impact #2	The business uses models to extract insights into how its customers’ lives are changing.
Impact #3	The company is using “next best action” decision optimization algorithms to guide local branch and call-center representatives in their direct dealings with customers.

Impact #1

Banorte is delivering precise personalized customer interaction on a very large scale.

Impact #2

The business uses models to extract insights into how its customers’ lives are changing.

Impact #3

The company is using “next best action” decision optimization algorithms to guide local branch and call-center representatives in their direct dealings with customers.

Benefit #1	Banorte expects to generate a bottom-line benefit of USD200 million in the first 24 months of the project.
Benefit #2	The bank anticipates increasing its operating efficiency by 40 percent.
Benefit #3	Significant boost in both customer retention and revenue per customer.

Benefit #1

Banorte expects to generate a bottom-line benefit of USD200 million in the first 24 months of the project.

Benefit #2

The bank anticipates increasing its operating efficiency by 40 percent.

Benefit #3

Significant boost in both customer retention and revenue per customer.

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Overview

A foundation of analytics and personalized engagement build a customer-centric business model

Operational Impact

Quantitative Benefit