Enhanced Customer 360: From 10+ Hours to Under 1 Hour

The Challenge

A prominent bank group had commissioned a Customer 360 Data Management Platform from a previous vendor to consolidate customer data across their group of companies. The implementation was delivered, but it didn't work.

• Platform required 10+ hours per day to run to completion, severely impacting operations
• High number of false positives due to incorrectly matched customer records
• Inaccurate customer profiles were compromising decision-making across the group
• The previous vendor had moved on, leaving the client with a non-functional system and no support

The bank needed the platform to work, not a workaround, not a replacement system. They needed someone to take ownership and fix it.

What We Did

DenArthur took over the platform and re-engineered it from the foundation up.

1. Re-engineered data processing workflows to address the performance bottlenecks
2. Leveraged advanced data processing technologies and methodologies to achieve the speed improvement
3. Implemented sophisticated matching algorithms to address the false positive problem
4. Enhanced data cleansing procedures throughout the pipeline
5. Expanded platform capabilities to support additional data sources as the group grew
6. Established ongoing Level 3 support: we own it, we maintain it, we enhance it

Results

• Processing time: from 10+ hours to under 1 hour, a 10x performance improvement
• False positives: completely eradicated, from unreliable to trustworthy overnight
• Daily completed matches improved: more accurate customer records across the group
• Central to the digitisation strategy: the platform became instrumental in identifying cross-selling opportunities and facilitating outbound marketing
• Ongoing Level 3 support: the platform remains robust and continues to be enhanced as needs evolve

"We don't just deploy and leave. We provide Level 3 support: we own it, we maintain it, we keep it running. That platform is now the central component of their digitisation strategy, driving cross-selling and marketing. That's the difference between a vendor who deploys and disappears, and a partner who sticks around."

DenArthur engagement summary