Current State Analysis:

The current situation at the client firm pertains to processes that are highly dependent on continual
interaction with the customers. This circumstance has arisen due to inadequate procedures of
collecting and storing customer information required in each stage of customer relation lifecycle.
The customer interaction with the four teams during the life of the loan undergo frequent
redundant information gathering calls. This has been the cause of customer dissatisfaction. This
redundant information gathering process is the cause of reduced efficiency and increased time
consumed. This situation needs to be rectified to curb the issue of high cost to income ratio of client.

Opportunities and their Impact:

A standardised procedure to collect information should be initiated. This information should be

stored in a database which should be accessible to all the four teams.

This will lead to increase in efficiency and reduction in time consumption. Frequent calls to
customers will also get replaced by this system.

Implementation:

Online form will be set up. Each Customer will have a unique identity number. The customer will be
provided with authenticated credentials to access and update information in that form. This form
will be a collection of all question that the will be needed from the customers throughout the life of
loan.

During the initial stage, the Client Support Specialists team will oversee verification of information
updated by the customers. This team will be responsible for contacting the customers in case the
customer does not fill the form completely or any other issue pertaining to the data fields in the
form. No other team shall be contacting the customers directly. The other teams will raise a query
with this team.

The respective teams will be able to access the information as their procedural requirements occur.

Business Case:

 Problem Statement:
1. High cost to income ratio
2. Customer dissatisfaction

 Cause:

Frequent calls to customers leading to time consumption and low customer satisfaction.

 Alternate Process:

Implementation of database management system to store and access user information.

 Benefits:

Increase in process efficiency and elimination of redundant calls.

 Risk:

Cost incurred in migrating current data to the database.

  Savings:

After the database is set up, the calls will reduce to a large extend.

Assumptions:

If each customer is contacted around 20 times for a duration of 5 mins (100mins).

The database management system will reduce the number of calls to 5 (maximum) and calling
duration to 10mins (50 mins).

Thus assuming maximum duration time and calls the efficiency will increase by 50%.