94% improvement in conversion rate for mortgages through lead time reduction
BUSINESS CONTEXT
- Leading Dutch bank.
- Multi Site.
- Decreasing mortgage market share & margin.
- Cost structure not aligned with new circumstances.
CUSTOMER NEED
- Improve Labour Productivity.
- Increase market share.
- Create acceptance for new business lens in organization.
- Adjustments of working practices to ensure sustainability.
RESULTS
- Lead time 1st customer contact -> contract from 32 -> 13 days.
- Conversion ratio (1st meeting -> contract) from 39% -> 76%.
- Interest margin increased from 0.13*-> 0.47% (*1% interest action during this quarter).
CHANGES
- Implemented Integrated Daily Execution® at various levels.
- Improved scheduling of 1st customer meeting.
- Pro-active collection of customer documents.
R&G APPROACH
- Create factual operational insight through new metrics.
- Created acceptance by verifying assumed root causes through data analysis and observations.
- Implemented measures for proven root causes.