AIB Bank is adopting an omnichannel strategy to drive superior customer experience industrializing its analytical processes so that model output is 10 times greater, with no need to grow headcount.
However, with 2.3 million customers and more than 30 million online value transactions each year, understanding its customers can be tricky. That’s why AIB has chosen SAS, the world’s leading analytics provider, to help with understanding each of its customers’ financial needs and offering them the best solutions.
AIB’s analytics factory comprises a number of SAS® solutions that deliver end-to-end capability. It provides the ability to take a business query and explore available data to provide insights before creating, deploying, measuring and maintaining the associated analytical models. This is all done in a controlled and governed environment that provides access to data analytics for all skill levels from entry-level analyst to data scientist.
“Using the analytics factory, we will be able to increase our output from tens to hundreds of analytical models, which will help us learn more about our customers’ preferences,” explains Fergal Coburn, Head of Retail, Corporate and Business Development and Analytics at AIB. “We believe providing our customers with an experience that is complete, consistent and connected across all our engagement channels will help us to realize our goal of providing the best customer experience in the market.”
“What AIB is doing with its omnichannel strategy is really exciting and a great example of how banks are looking to rebuild their reputations and become closely aligned with their customers,” said David M. Wallace, SAS Global Financial Services Marketing Manager. “There is no doubt that banks are ideally positioned to use the vast amount of data available to them. With the analytics factory approach, AIB can manage, process and analyze big data to better understand its customers and bring to life that superior customer experience.”
To find out more about how financial services companies can outperform others when it comes to customer experience, read Five Ways to Improve Customer Profitability in Financial Services.
About AIB Bank
AIB (aib.ie) is a financial services group operating predominantly in the Republic of Ireland and the UK. They provide a comprehensive range of services to personal, business and corporate customers and have leading market shares in banking products in the Republic of Ireland. AIB’s business has been restructured in recent years with the aim of becoming a customer focused, profitable and lower risk institution, well positioned to support economic recovery in Ireland while seeking to generate sustainable shareholder returns.
SAS (sas.com) is the leader in analytics. Through innovative analytics, business intelligence and data management software and services, SAS helps customers at more than 80,000 sites make better decisions faster. Since 1976, SAS has been giving customers around the world THE POWER TO KNOW®.