A foundation of analytics and personalized engagement build a customer-centric business model
Company Size
1,000+
Region
- America
Country
- Mexico
Product
- IBM InfoSphere Master Data Management
- IBM WebSphere Multichannel Banking Transformation Toolkit
- IBM WebSphere Application Server
- IBM Campaign
- IBM Operational Decision Manager
Tech Stack
- IBM InfoSphere
- IBM WebSphere
- IBM Campaign
- IBM Operational Decision Manager
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Revenue Growth
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Data Science Services
- System Integration
About The Customer
Founded in 1899 and based in Monterrey, Grupo Financiero Banorte became Mexico’s third-largest bank, and the biggest Mexican-controlled bank, after merging with IXE Financial Group in 2011. Banorte operates a network of more than 1,300 branches, over 6,700 ATMs, 110,000 point- of-sale (POS) terminals and 25,000 employees. The organization had revenues of USD3.2 billion in 2012 on total assets of USD71.7 billion.
The Challenge
Grupo Financiero Banorte, Mexico’s third-largest bank, was facing a challenge of maintaining personal connections with customers due to rapid growth, especially through acquisitions. The bank wanted to strengthen its connection with customers by infusing all of its frontline processes with deep insights into the customer to drive a more engaging multichannel experience. The goal was to deliver precise personalized customer interaction on a very large scale.
The Solution
Banorte implemented a solution that uses models to extract insights into how its customers’ lives are changing and uses those insights to craft highly targeted cross-selling offers. The company is using “next best action” decision optimization algorithms to guide local branch and call-center representatives in their direct dealings with customers. The solution components include IBM InfoSphere Master Data Management, IBM WebSphere Multichannel Banking Transformation Toolkit, IBM WebSphere Application Server, IBM Campaign, IBM Operational Decision Manager, IBM Global Services — Global Business Services, and IBM Research.
Operational Impact
Quantitative Benefit
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