Business intelligence and analytics maturity for a US-based credit union
How we helped a financial services client improve customer insight so they could make quicker, trusted decisions to drive loyalty, growth, and engage with their members more efficiently.
Case Study: Business intelligence and analytics maturity for a US-based credit union
Results
Increased understanding about member base to enable retention and growth
Opportunities to optimise services, reducing costs and improving experience
Analysis and new tooling to test opportunities for engagement and cross-selling
The Challenge
This US-based credit union was on a journey to develop an increasingly data-led culture. The core aim was to incorporate fluent insight delivery that could effectively support decisions at the point of need in the business. With abundant information at its fingertips in the form of behavioural, transactional, and operational data, the opportunity for analytics insight is huge.
The Solution
To provide a solution to this problem, Lynchpin put together a team that could work alongside the business and help to draw out the insights that were needed. We took an adaptable approach that enabled us to work as an extension to the current BI team and to the business functions at the direct point of need. This flexible and integrated engagement model allowed us to easily extend the engagement as required.
The Method
Establish & Embed: Lynchpin conducted a series of stakeholder orientation workshops in order to discover the key pain points across the business.
Data Discovery: A data discovery phase was key to review and assess what data sources were available and how these could support the core analysis goals that the business was looking to achieve.
Requirements Analysis: In parallel to the Data Discovery, Lynchpin assessed the options for delivery of initial high-priority items required. Our aim was to strike a balance between enabling an early flow of key analysis outputs while also developing a longer-term plan for analytics maturity.
Analytics Roadmap Development & Delivery: Key focus areas identified for analytics insight were:
Understanding the member base
Driving member growth and engagement
Identifying opportunities to reduce costs & improve efficiencies
The Results
The business developed an increased understanding about member base, enabling data- driven strategies to reduce churn, increase engagement and member growth.
Opportunities to reduce costs were identified through insight gained from survey outreach programmes, including ways to optimise branch, online and call centre engagements.
Scenario planning tools were implemented to test future member engagement initiatives.
Product-focused analysis uncovered opportunities for increased engagement and potential for cross-sell.
Lynchpin help us unlock the millions of data points we have and turn them into valuable insight, which we use on a daily basis to improve our traffic, customer journey and sales performance. Their data scientists don’t just support our internal data and analytics team, they are genuinely commercial and committed to understanding our business, which means the outputs are always in line with our company strategy!
They have worked alongside us for ten years to support our data maturity and had a major impact in turning us from a company with data, to a data driven decision making company. We value our relationship with Lynchpin and fully expect our partnership to be a longstanding one.John Donnellan, Senior Director of Digital Strategy, Operations & Marketing, Canon EMEA
For over eight years, Lynchpin have provided expert support across the web analytics’ piece for John Lewis Finance. Whether it’s building actionable dashboards, advanced reporting and visualisation, deep dive analytics, data engineering and tagging specs, or designing complex attribution models, Lynchpin prove themselves again and again as highly experienced and competent. They have led and driven our analytics strategy and played an essential role in our business growth. Highly personable, their consultants are well known within the office and I would recommend them as a trusted 3rd party business partner.Adam Taylor, Partner & Web Manager, John Lewis Financial Services
The PRISM model guides organisations and marketers to move towards not just identifying and satisfying customer requirements, but using data and analysis to anticipate and predict their needs.Michelle Goodall, Social Media & Digital Transformation Consultant, Econsultancy
We have partnered with Lynchpin for several years now and they have played a key role not just in delivery of day-to-day and project-based initiatives but also in development of our solution design and data collection architecture. Lynchpin’s depth and breadth of expertise and experience as well as their non-partisan ethos – not being tied to specific solution providers – has enabled us to understand both the benefits and the potential pitfalls of different solutions and designs. As a result we have very solid data quality and that’s reflected in the quality of the insight we are able to serve to the business. The team at Lynchpin are flexible, supportive and great colleagues to have. They are a highly valuable part of the extended LexisNexis team.Michele David, Lead Product Owner, LexisNexis Risk Solutions Group
Over the past 5 years, I have worked almost continuously with Lynchpin on various data engineering and analytics projects. They are adept at navigating complex business requirements and helping you to really ‘look under the bonnet’ and understand the power of your data.
We have a great partnership with the team at Lynchpin, they are a valuable support to our business strategy with their extensive experience and knowledge of data engineering.
Throughout a complex website re-platforming project which combined a standard and subscription customer proposition, Lynchpin helped us build an analytics infrastructure which not only met the brief it also went that extra mile to future-proof us.Michelle Corp, eCommerce Director, Lily’s Kitchen
We have enjoyed working with Lynchpin for a number of years now and they very much feel a part of the team. Their in-depth analytics expertise and experience, alongside the ability to fit in with our ways of working have proved invaluable to us.Adnan Chaudhry, Vice President of Marketing Analytics, Research & Planning, Emirates
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As an independent, full-service analytics consultancy, our team are flexible – equipped with a range of practical experience, skill, and commercial awareness.
If you’d like to explore how we can help, please get in touch with our data and analytics consultants. We don’t have salespeople and your first point of contact will be a subject matter expert from our leadership team.
