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Bank strengthens data integrity and quality
How a South African bank improved data quality and integrity with advanced data management solutions.
Client
- Client
Challenge- Solution
- Impact
- Conclusion
Client
Accurate data management is crucial for operational efficiency and customer satisfaction. Our client, one of the big five banks in South Africa, faced challenges with disparate data models across various business units. They needed a comprehensive solution to define customer, employee, and location data models aligned with industry best practices to support future business growth and understand their customers' multifaceted roles.
Challenge
The bank grappled with fragmented data across its core banking, mortgage, and credit card systems, each harboring unique customer information. This siloed structure hindered the bank’s growth and understanding of customer interactions. Additionally, employee data was spread out across multiple HRMS systems and paper records, and location data wasn't always accurate. This meant managing appointments and other related tasks had to be done by hand often, which caused big operational problems.
Their challenges included:
1
Disconnected data sets across core banking, mortgage, and credit card systems.
2
A need to discern the diverse roles customers play in their interactions with the bank.
3
Inconsistencies in employee and location data from HRMS systems and manual records, leading to significant manual intervention for mapping and managing appointments.
Solution
BCT’s solution for the bank involved a strategic overhaul of data management practices using TIBCO data services. By defining a robust data model for customers, employees, and locations, BCT harmonized disparate data sets across business units. The implementation of a fuzzy logic matching algorithm streamlined customer deduplication, while data validations were reinforced through reference data and business rules. The integration of core banking customers into a Master Data Management (MDM) system, along with the onboarding of employee and location data, facilitated a cohesive data ecosystem. BCT’s workflows and business rules ensured accurate employee eligibility for customer appointments, synchronized daily with the online appointment booking system, marking a significant step towards operational excellence. Throughout this initiative, BCT ensured the following:
1
Establishing a unified data model for customers, employees, and locations based on industry best practices.
2
Conducting thorough data analysis and integrating a fuzzy logic matching algorithm for customer deduplication.
3
Implementing data validations using reference data and standard business rules.
4
Onboarding core banking customers to a Master Data Management (MDM) system in phase 1.
5
Integrating employee and location data from HRMS and other sources, with MDM serving as an aggregator.
6
Defining workflows and business rules to ascertain employee eligibility for customer appointments and appropriate locations.
7
Ensuring daily data synchronization with the online appointment booking system, covering:
8
Onboarding of new or promoted employees and their location data.
9
Relocation updates for currently eligible employees.
10
Deactivation of terminated employees.
11
Updates for location address changes and operating hours.
Impact
The business impact of BCT’s TIBCO data management solution was transformative. By defining a unified data model and implementing a fuzzy logic matching algorithm, the bank saw an 8% reduction in duplicate customer records and a 30% decrease in invalid data. The marketing team capitalized on the clean MDM data for effective online advertising campaigns. Accurate information on eligible employees and locations became readily available for customers, enhancing their experience. Moreover, the bank saved costs by reducing manual intervention previously required for the online appointment booking system, demonstrating the value of BCT’s innovative approach to data integrity and operational efficiency. The implementation of the MDM system by BCT delivered substantial benefits:
1
Significantly improved customer data quality, reducing duplicate records by 8% and invalid data by nearly 30%.
2
Enabled the marketing team to leverage MDM data for successful advertising campaigns on online platforms.
3
Ensured the availability of accurate information on eligible employees and locations for customer use.
4
Achieved cost savings by automating updates to the online appointment booking system, eliminating the need for manual intervention.
Conclusion
The bank partnered with BCT to tackle fragmented data across its systems, hindering growth and customer understanding. The solution proved transformative with the TIBCO-powered data model overhaul, customer deduplication via a fuzzy logic algorithm, and data validation. BCT integrated core banking customers into a Master Data Management (MDM) system, synchronizing employee and location data daily. This led to an 8% drop in duplicate records, a 30% reduction in invalid data, and cost savings from automated updates to the appointment system. The bank’s marketing team also benefited from the improved data for campaigns, showcasing the impact on data integrity and operational efficiency.
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Bahwan CyberTek is committed to providing the highest level of protection regarding the processing of their vendors’/clients’/customers’/job applicants’/website visitors’ personal data based on applicable data protection laws and regulations at respective locations. In general, you can visit the Bahwan CyberTek website without providing personal data. However, there are times when Bahwan CyberTek will request personal data.
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