Empowering the customer journey in retail banking

Introducing:

Rob Parker Australia and New Zealand Banking Group (ANZ)

Stephanie Leroy Experian

©Experian 3 4/20/2017 Experian Public Vision 2017

Name: Stephanie Leroy

Role: Director – Originations products

Purpose: Drive the future of our software products to enable business growth and customer satisfaction

Motto: Never stop creating

Known for: Speaking to animals and cooking for charity


Name: Robert Parker

Role: Head of Retail Risk Customer Strategy and Infrastructure

Purpose: To leverage data and decision technology across retail credit management lifecycle

Motto: The data will guide us

Known for: Various styles of blue ties


1. Introduction

2. Key retail banking challenges

3. ANZ retail bank: Powering on with PowerCurve®

4. Share experiences

5. Learnings for you

Contents


Introduction


ANZ Bank’s Colin Turner wins Finance Benchmarks gong

February 2016

Common decision platform earns nod

“It's great that our technology is being

recognised for making a difference for our

thousands of customers, and for making a big

difference in their lives and in their banking”


Key benefits:

“Ready for positive credit reporting”

“Much faster and more automated

credit card system approvals”

“Making a difference for our

1,000’s of customers”

“Easy to use interface for

risk managers”


• Fourth largest bank in Australia when measured by market capitalization, and largest bank in New Zealand

• Ranked in the top 25 worldwide banks, based on capitalization

• Staff of 50,000 people

• Operational presence in 34 global markets, including Europe and America

• Banking and financial products and services

• More than nine million customers

ANZ bank, founded in 1835


Key retail banking challenges


• Retail banking is a high volume, fast-paced business with constant change

• Customer expectations are changing with a greater focus on speed and transparency

• Transactions and requests via digital channels eclipse those of traditional banking channels

• Level of competition and regulatory responsibilities intensifying

• Overwhelming level of data available

Becoming responsive and agile now mandatory


ANZ retail bank’s challenge Retail banking Infrastructure was outdated (~30 years) and highly fragmented with a plethora of silo and dispirit systems and processes across various products and channels

Rob to present – Too much

text maybe?

Resulting in:

• Highly manual processes within minimal straight through processing

• Time to decision measured in days

• Costly to maintain and difficult to integrate digital channels

• Slow or impossible to implement basic changes to risk policy

• Difficult to obtain data for reporting and analytics

• In-ability to take advantage of upcoming positive credit reporting

Not responsive and agile!


ANZ retail bank: Powering on with PowerCurve®


Where do you start?

Limit Management

Credit Card Application

Personal Loan Application

Broker Home Loan Application

Branch Home Loan Application

Auto Loan Application

Business Loans Application

Overdrafts Application

Credit Card Collections

Personal Loan Collections

Home Loan Collections

Auto Loan Collections

Business Loans

Collections

Overdrafts Collections

Credit Card

Scoring

Auto Loan

Scoring

Overdrafts

Scoring

Customer

Scoring

Data Data Data Data Data

Pro

du

ct

Pro

du

ct

Pro

du

ct

Pro

du

ct

Pro

du

ct

Unpicking 30 years of legacy would be near impossible


Solution: Back to basics At the core, retail banking is three principal functions

Loan money Manage money Recover money

Loan

Origination

Decision

System

Collections

and Recovery

Management

System

Customer /

Account

Management

System Cu

sto

me

r

Shared data

Requiring


Single platform with specific modules made sense

Loan money Manage money Recover money

Loan

Origination

Decision

System

Collections

and Recovery

Management

System

Customer /

Account

Management

System Cu

sto

me

r

Shared data

PowerCurve® Platform

PowerCurve®

Originations

PowerCurve®

Collections PowerCurve® SM

for Authorization

PowerCurve® Connectivity

PowerCurve®

Customer

Management


All in one

Originations

Customer management

Strategy management

SM for Real-time

Authorization

Collections PowerCurve®

Better decisions,

faster


Originations

Customer management

Strategy management

SM for Real-time

Authorization

Collections PowerCurve®

Better decisions,

faster

Business processes (BPM)

Personalized web pages

Bureau and data integration

Activity reporting

Score cards

Business rules

Assisted Design

Strategy reporting

Customer profiles account

and customer level strategies

Transaction level

authorization

strategies

in real-time

Payment plans

Integrated reports

and dashboards


NEW! PowerCurve® Collections delivers key collections capabilities on a single platform

Self-service

portal

Managed from a single desktop studio

Design studio

Reporting and

insight

Data connectivity

and enrichment

Decision

management

PowerCurve® Collections

Operational

collections workflow


PowerCurve® Originations

PowerCurve® Connectivity to Multi-Credit Bureaux

Four million transactions processed across four key business portfolios

PowerCurve® Customer Management

PowerCurve® Collections

PowerCurve® journey in ANZ Bank

2013

2015

2018

2014

2017


2018

Go-live with PowerCurve® Collections platform to support personal loans

Extend PowerCurve® Customer Management for small business and consumer credit cards

Extend PowerCurve® Collections for home lending, small business, consumer credit cards

What’s coming next …

Mid 2017

Go-live with PowerCurve® Customer Management for home loans and personal loans

May 2017

Go-live with PowerCurve® SM for real-time authorizations


The PowerCurve® platform – Recurring themes

Faster time to revenue, Faster time to market

Big Data and Advanced Analytics

Expanding software delivery and Experian deployment options

Expanding to provide an end-to end platform


Share experiences


Strong alignment to solving responsiveness and agility challenge

• Single, simplified platform with modules aligned to credit lifecycle

• High degree of change agility

• Enables business self service to “tune” strategies with precision

• Plug and play style connectivity to pull in rich data sources

• Supports easy connectivity to digital channels

• Supports customer centric decisioning

Why ANZ Bank chose PowerCurve® from Experian


How our customers benefit

Faster time to approve with real-

time responses

Aggregated limits set at customer level allowing

increased choice and flexibility

Data collected once and re-used

across events

Single collections conversation with

sustainable outcomes

Seamless origination experience agnostic of product and / or

channel


• Risk managers now self-service updates to credit strategy across credit lifecycle

• Changes deployed in rapid and agile manner

• Single easy-to-use user interface with minimal training overhead

• Ability to execute continuous test and learn programs via champion / challenger approach

• Full audit trail of strategy updates and changes across entire credit lifecycle

Change agility


New data sources and services can be easily added

Since 2014, ANZ has connected to PowerCurve®:

• Internal customer performance data

• Real-time fraud detection via Hunter

• Property intelligence hub for real-time valuations

• Tri-bureau connectivity for consumer credit bureau

• Dual-bureau connectivity for commercial credit bureau

• Transactional income / expense profile data

• Internal case management workflow tool

Flexibility and extensibility


Learnings for you


• Drive for customer centric decisioning

• Harmonize customer functions without re-platforming

• Consolidate different businesses into one unified platform

• Apply this retail banking case study to other vertical markets (i.e., telco, insurance, retail)

Think about opportunities

• Increase business profitability

• Acquire and manage profitable customers


The PowerCurve® suite…

Make the right customer decisions in dynamic business environments.


Experian contact:

Stephanie Leroy Director, Originations products Experian, Decision Analytics [email protected]

Questions and answers


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Empowering the customer journey in retail banking · Empowering the customer journey in retail...

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