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One Million Installment Loan Customers Were Depending on Us to Get It Right…

Selecting the right solution for merger synergies in loan servicing while reducing cost and improving customer experience

Abstract

The focus of this effort was to determine the appropriate installment lending loan platform, focused specifically within the loan servicing and default management processes. In addition, this effort encompassed originations activities to ensure continuity in booking new business and developing new supplier relationships to competitively outsource the core process areas.

The Challenge

As a result of a recent merger, determining which legacy systems to leverage and selecting high-performing outsourcing partners was critical in retaining customers and driving cost reduction.

How We Helped

Deloitte supported multiple threads of work, specifically the following:

  • Program Management – Overall program management, including scope, schedule, risk/issues management and executive communications; vendor management, meeting facilitation, presentation development, incident management, detailed design documents and client relationship management
  • Business Process Management – Performed assessment of existing originations business process documentation to determine key gaps due to scope changes
  • Business Process Testing – Developed business process testing strategy and detailed plan, facilitated creation of business process test cases, lead business process test execution and defect resolution and supported post-launch program change requests
  • Release Management – Performed release management and program integration activities across key supply groups, ensured appropriate coordination of schedule activities with supply groups and vendors, led cutover and decommissioning activities and coordinated operational planning for new solution testing and deployment
  • Vendor Selection – Provided vendor recommendation based on vendor screening, RFP, interviews and pricing analyses
  • Deployment – Provided workstream leadership and support including command center design, mock conversion and go-live planning, incident management tracking, readiness assessment, stabilization planning and logistical coordination
  • Migrations – Provided workstream support for minute-by-minute plan development, conversion reject management and mock conversion activities
  • Finance – Supported test case development, execution and defect tracking through mock conversion and go-live events

 

Solution

  • Successful migration of over 1 million accounts from a third-party provider to a single servicing platform
  • Significant savings on platform expenses through renegotiated technology vendor contracts based on enterprise-wide volumes
  • Cost savings from operational vendors as a result of using leading vendors with offshore capabilities
  • Optimized customer experience across service channels – including improved online servicing, more improved voice response unit capabilities and customized communications
  • Greater flexibility, cost savings and overall service levels through the use of enterprise vendors in areas such as statement generation, correspondence and lockbox payment processing
  • More nimble, flexible servicing framework able to accommodate future products and servicing initiatives
  • Greater ability to manage losses by supporting multiple collections vendors operating in a competitive environment

 

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