Yes Bank gains customer insights with in-house BI

Yes Bank bagged sixth position in BI Masterminds, 2012 with its implementation of its in-house developed BI for reporting and customer insights.

With more than 300 branches and a diversified pool of customers, getting a single view of business had become a challenge for Yes Bank. The officials from different units and functions needed a variety of insightful data points to take timely decisions. These areas spanned across risk intelligence, operational intelligence, investments and financial intelligence, and customer-insights, thus, paving way for a BI solution.

Prior to BI deployment, Yes Bank had to generate more than 250 reports by manually sourcing data from various unintegrated sources including applications, information stores, and loose spread sheets and word documents on a daily basis. Such fragmented nature of the organizational data often led to inconsistencies. For example, the data from spread sheets or word documents in the departments would not always match with the one in its core system.

The business heads at Yes Bank also found it difficult to get a complete and accurate picture of the bank’s customers. They wanted insights into customer preferences and their behavior patterns for customer retention, acquisition, and for effective cross selling of its products and services.

Solution implemented:

Yes Bank developed and implemented in-house BI solution, Kaleidoscope, that uses Oracle data warehouse and QlikView for data discovery.

BI system at Yes Bank covers:

  • Analytics
  • Dashboards
  • Decision support systems
  • Forecasting
  • Online analytical processing
  • Querying and reporting

Used by:

  • Top management
  • information technology
  • Finance and accounts
  • Human resources
  • Customer support
  • Marketing and sales

Benefits delivered by BI:

  • Automation has improved the quality and the veracity of the information contained in the MIS reports. The data inconsistencies have disappeared with eradication of the old practice of maintaining master databases department-wise. A single consistent version of information is available across the bank to all the departments and units.
  • Integration of data from multiple sources into a single data warehouse provides Yes Bank with more information about its customers. This information helps its officials to take the appropriate business decisions on time.
  • The automation has helped the bank to channelize its resources earlier occupied with manual collation of data to more productive tasks.
  • BI implementation has helped Yes Bank to cut down internal e-mail traffic as its employees are no more required to send data files as attachments to each other. This has also minimized the risk of leakage of confidential data contained in emails.

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