Use Cases - Brief Summary

UniConnect platform was able to deliver relevant customer, policy, transaction, email and social media data to the Call Centre CRM screen, within 40 seconds of the start of the IVR (Interactive Voice Response).

1. Mid-Sized Insurer: Customer 360 Views

Problem: This insurer was keen to improve its Call Centre customer services by providing agents with a complete and near real-time view of the customer’s products, policies and recent email communication, regardless of touchpoint. The insurer also wished to access customer tweets to better assess their sentiment.

Solution: Percipient’s UniConnect platform was able to deliver relevant customer, policy, transaction, email and social media data to the Call Centre CRM screen, within 40 seconds of the start of the IVR (Interactive Voice Response). This information allows call centre agents to deal more efficiently and appropriately with customer queries.

2. Large Bank: Compliance Report Production

Problem: This bank wished to increase the speed and architectural simplicity with which loan delinquency reports were produced for its Risk and Compliance Teams. The existing process used traditional data management tools to unify data across several Oracle instances and CSV files, resulting in significant reporting delays.

Solution: Percipient’s UniConnect platform was able to aggregate data from all relevant databases using ultra-fast parallel processing. This resulted in an 80% improvement in report production time, and consequently, more timely follow-ups with likely-to-default customers.

UniConnect resulted in an 80% improvement in report production time, and consequently, more timely follow-ups with likely-to-default customers.

3. Large Bank: Reduced Storage Costs

Problem: This bank is growing its data at a very rapid rate. The bank needed to urgently reduce its enterprise data warehouse (EDW) and other data tooling costs. Given the banks’ digital transformations, these costs looked set to escalate further. Meanwhile, retaining the accessibility of data across bank departments remained a key priority.

Solution: Percipient took a two-pronged approach to this problem. Less active and compressed data was archived to a big data (Hadoop) storage platform to ensure maximum storage capacity. EDW and Hadoop data remained accessible for on-demand reporting via the UniConnect platform. This is estimated to save the bank 60% of their data growth costs, relative to an EDW-only solution.

4. Large Bank: Accelerated Credit Scoring

Problem: In a novel tie-up between this bank and a popular online retailer, the bank offered credit facilities to customers for online purchases above a minimum value. However, given the large volume of applications, there was a 48-hour time lag for deriving the results of the bank’s credit scoring model. This lag meant not only a poor client experience but also the inability to incorporate the most recent changes affecting the client’s account.

Solution: Percipient’s UniConnect platform enabled credit scoring algorithms to be applied to unified customer and internet banking data with less friction than the bank’s existing tools and processes. This allowed 2.5 million customer records to be processed in 8 minutes, drastically reducing the time taken to approve these credit applications.

Percipient was able to build a dashboard for this bank’s Regional IT Risk team. The Risk team were able to receive alerts whenever new parameters were introduced or existing ones were modified.

5. Global Bank: Real-time Multi-Country Dashboard

Problem: This bank encountered problems following its transition to a multi-country IT system. In particular, a parameter change implemented in one country affected all other countries even when not applicable. As such, a real time mechanism was needed to monitor parameter changes in each individual country and to assess its impact on other countries sharing the same system.

Solution: Leveraging on its UniConnect platform, Percipient was able to build a dashboard for this bank’s Regional IT Risk team. By uni-querying the country-based parameter file systems simultaneously, and displaying the results on a single screen, the dashboard was able to capture parameter differentials across countries. The Risk team were able to receive alerts whenever new parameters were introduced or existing ones were modified.