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Improving Customer Satisfaction through Customer Life Time Value Scoring Automation for Leading Credit Card Issuer
ValueMomentum provides consulting services for knowledge-intensive decision automation for scoring customers based on lifetime value

Industry
Lending

Client
Top 5 Credit Card Issuer

Needs addressed
Marketing & Customer Analytics

• This leading consumer credit and credit card firm has several million customers
• Many of its customers have a variety of relationships with the firm. Unfortunately, the firm was not performing very well in customer satisfaction surveys as every product group in the firm had their own customer service representatives who were managing customer relationships only with the view of their specific product
• The Customer sought to empower Customer Service Representatives (CSRs) with a unified (360 degree) view of the customer and further automate the process of indicating to CSRs the value of the customer to the organization based on his/her potential lifetime value to determine the way the customer is served.

Technology Solution delivered
CRM Implementation,Business Process Management (BPM)

• ValueMomentum assisted this Client in integrating various applications and building a system that enables the Client to get a complete view of each Customer and utilize this in providing services to the Customer
• This application, on a daily basis, analyzes the various accounts held by a customer and the transactions of the day and generates a score. This score is then utilized by several business rules for determining the level of service to provide to this Customer as well as generating relevant solicitations, offers etc.
• ValueMomentum consultants leveraged deep expertise on Business Rule Engine (BRE) technologies which lay at the heart of the system.
• ValueMomentum consultants assisted this Client over the course of project initiation through deployment and maintenance.

Execution model
At site, T&M

Technologies used
Blaze Advisor, Application server, J2EE

Benefits delivered

• Ability to partner with the customer to resolve complex technical problems related to performance (high volume of transactions to parse through to arrive at a score) by leveraging onsite consultants and back-office practice teams.
• Demonstrated significant improvements in customer satisfaction levels with a foundation in place to increase the levels of marketing automation.

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