Customer Strategy: Case Studies

Planning Facilitation

Problem: A mid-sized commercial bank with a traditional full-service banking offering wanted to understand why their strategy was not resulting in greater success.

Solution: Novantas partners interviewed senior banking leaders, reviewed operating plans and financial results, spent time in customer contact situations and evaluated core capabilities. We identified core breakdowns in the alignment of the implementation with how management perceived the strategy. That is, management was professing a service value proposition, but few of the business systems were set up to fulfill that proposition. Customer contact points were purely sales oriented with no provision for service, operating units were excessively cost focused, and incentives throughout the organization were built on near-term performance. Novantas partners provided comprehensive reviews and prioritized recommendations for each business line and helped develop preliminary financial projections for the strategy.

Result: Client achieved a 10% improvement in net income growth over the level in their annual budget.

Assessment

Problem: A large private equity firm was looking to assess the attributes of a mid-sized financial institution. A firm specializing in credit portfolio assessments was hired to identify credit risk issues.

Solution: Novantas conducted an evaluation of the markets the target was currently in and suggested ways to redeploy assets to optimize market coverage. In addition, Novantas assessed the interest rate risk, liquidity, and investment portfolios of the target and provided an assessment of the targets technology and operational strategies.

Result: Client was able to establish a range of potential financial results, key business lines tactics, and technology requirements that were incorporated into its valuation of the target.