Case Study: Bank of Ireland Training

The Bank of Ireland Customer Analytics Team can now dig deep into their customer satisfaction data, equipped with improved analytical techniques and know-how following tailored training

Bank of Ireland is one of the largest banks operating in the Republic of Ireland. To maintain their competitive edge in the market they require a deep understanding of their customers’ needs and pain points. Presidion partnered with the Voice of the Customer Department to enhance their statistical knowledge and develop an effective, data driven approach to address key business problems that arise month-on-month. JULY 2015 At a Glance SITUATION Country: Ireland Bank of Ireland is one of the ‘Big Four’ financial institutions Industry: Banking/Finance in the Republic of Ireland. Operating branches nationwide Employees: 11,000 and via online banking services, they provide mortgages, Website: www.bankofireland.com insurance, loans, credit cards, pensions, financial planning, savings and investment services to Irish customers.

Solution Components BUSINESS CHALLENGE  IBM SPSS Statistics To maintain their competitive edge in the market the Voice  Presidion Tailored Training of the Customer department in Bank of Ireland gather satisfaction data from their customers on a very frequent basis. Such large volumes of data had put intense pressure on the department to identify the most pertinent drivers of customer dissatisfaction each month. A turn-around with recommended actions to address these crucial areas would be required as soon as possible. Their key analyst required training to point her to the best data analysis approach given the different business goals she was presented with month-on-month.

SOLUTION The intensive tailored sessions focused on developing a strategy to determine the best methods to address business driven customer satisfaction questions each month. This approach required the upskilling of the analysts team in statistical and data mining methodology, imbuing confidence in her choices of tests and procedures on a monthly basis.

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Case Study: Bank of Ireland Training

WHAT PRESIDION DELIVERED

The team was engaged in an intensive, two-day tailored training course onsite in Bank of Ireland. The course content was derived specifically to address the analytical needs of the Voice of the Customer department. The course covered statistical procedures and more advanced data mining techniques. The sessions were designed for maximum learning impact. This was achieved by tailoring the learning environment to one-on-one sessions with a Presidion consultant, answering pertinent questions and bringing a “The training was informative depth of experiential knowledge in dealing with large scale and well balanced with theory data analytics ventures. Using specific examples from the and examples and most client satisfaction data, each of the techniques were importantly tailored to our data demonstrated and the results interpreted as they would in and needs. During the training practice. This bridged the gap between learning and period Presidion’s trainer was application. an excellent instructor and I would recommend her without any doubt to all my colleagues.” OUTCOMES AND BENEFITS REALISED Vilma Dambrauskaite, Senior Analyst, Bank of Ireland In addition to the expansion of data analysis skills, the analysts team gained confidence in her decision-making ability to design a data-driven approach to business problems in her department. The opportunity to address important questions that remained unanswered by text books and online forums bridged gaps in the understanding. This enabled the team to be self-reliant and assured when running tests and building models going forward. This was made possible, in particular, through the use of real Bank of Ireland data, providing the context to address crucial data cleaning issues and to evaluate the results as they would present in a typical data analysis session. This was invaluable for monthly reports and potential innovation going forward in the Voice of the Customer Department.

ABOUT PRESIDION

Presidion have operated for over 20 years and have been the pioneers in implementing cutting edge predictive analytics solutions with top UK and Irish organisations. We specialise in helping organisations leverage their data to deliver tangible practical returns on investment, aligned with their strategies. Presidion works with both government and commercial clients, currently partnering with hundreds of organisations enabling them to understand what has happened in the past, anticipate what may happen next to take appropriate and timely strategic decisions for their organisation.

 [email protected]  +44 (0)208 757 8820 (UK)  +353 (0)1 415 0234 (Ireland)