Risk-aware, evidence-based decisions to better serve your members

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Listen to your members - across multiple channels

Listen to your members - across multiple channels

 

 The data is available:

  • Call centre voice logs

  • Complaints

  • Compliments

  • Secure messaging

  • Surveys

Understand what members are doing and what they want

Understand what members are doing and what they want

 

Combine data from what members are saying:

  • requests
  • complaints

with data about what they are doing:

  • transactions
  • online access
  • new accounts
Fulfill member needs and your commitments

Fulfill member needs and your commitments

 

Make sure that you are living up to promises and contractual expectations

 

e.g. recalculations across full data populations

to ensure revenue / expense calculation accuracy.

Grow for the benefit of all members

Grow for the benefit of all members

 

By listening, understanding and fulfilling, you can serve members better, enabling you to grow - benefiting all members

e.g. improved capacity to serve, lower cost to serve, broader service offering, etc.

Schedule a call with us to find out more

CREDIT UNION BENCHMARKING REPORT

At the 2018 World Credit Union Conference in Singapore, we ran a survey "Using Data To Enhance Member Trust, Confidence and Value."

 

7 questions were posed, with focus on using data to better serve members. Participants included Board Members (~60%) & Executives (~40%)

 

The benchmarked results have been delivered to survey participants. If you would like a copy, click on the image.

 

 

 

Send the survey to me button

 

CLIENT STORIES

3rd PARTY (PARTNER) REVENUE INTEGRITY

Justice

Recalculating referral payments to check 3rd party revenue - completeness, accuracy. 

 

Not sample based (full data population used)

The brief
  • With partnership agreements in place, referral revenue is earned for successful referrals.

  • How accurate and complete are referral revenue calculations and payments by 3rd party partners?

 

The work included
  • Evaulating relevant data - for 12 months, full population

  • Recalculating referral revenue (expected)

  • Identifying potential leakage - and opportunities to enhance controls (including data quality) to mimimise leakage

 

Outcomes
  • Assurance regarding completeness and accuracy (with a reasonable error threshold). 

  • Other system / process issues were identified and associated remediation activities considered, including:

    • Incorrect commission rates for a small number of accounts

    • Invalid application of discounts

    • Data quality improvements for better automated matching

 

Click here to read a related blog post - particularly if you have 3rd parties that deal directly with your customers

 

DEPOSITS - KEEPING PROMISES

Deposit accounts - accuracy

Recalculating deposit account balances to provide assurance that bank-initiated transactions are complete and accurate. 

 

Not sample based (full data population used)

The brief
  • Are we keeping our promises? Are deposit accounts handled correctly?

 

The work included
  • Evaulating relevant data - for 12+ months, full population

  • Recalculating all bank-initiated transactions (i.e. interest and fees)

  • Custom analytics processes and techniques to deal with high volumes of poor quality (missing or incomplete) data

 

Outcomes
  • Assurance regarding completeness & accuracy - at individual account level

  • •System / process issues identified - associated remediation activities planned, incl:

    • Overpayments and underpayments

    • Preferential rates offered to ineligible customers

    • Inaccurate rollover parameters (for term deposits)

    • Incorrect manual adjustments (e.g. penalty transactions)