Client
Financial services provider client
Industry
Financial services
Our role
Digital transformation
Featuring
PwC South Africa
Background
PwC assisted a large financial services provider in South Africa with a ‘Fit for Growth and Intelligent Hyperautomation’ initiative aimed at unlocking the following levers to achieve revenue uplift of between R400 million and R800 million:
Reimagining the relationship and coverage model
Enhancing the sales and service value chain
Through intelligent hyperautomation, to increase frontline capacity and improve the client experience
Accelerating centralised servicing
Through a virtual desk.
How we delivered
Understanding costs and revenue levers
We analysed the unit cost to sell and serve and the marginal cost to sell and serve, identifying the fixed and variable cost bases. We benchmarked these metrics within a South African and global context, considering the client‘s three-year plan.
We conducted a high-level benchmark of the current spending base (fully allocated) for the channel business, identifying value at stake on a top-down basis.
We identified and defined value extraction opportunities from the back and middle office.
We detected duplication and overlaps within the channel business and other parts of the organisation.
We identified opportunities for value extraction.
Coverage model development
We developed a coverage model based on analysis to guide the go-to-market strategy.
Organisational structure optimisation
We assessed and optimised management layers and organisational structure to right-size and remove duplicate spans and layers across the organisation, focusing on geographic duplication.
Business process modernisation
We evaluated and redesigned sales and service value chain processes to identify business and technology modernisation opportunities, enabling a release of frontline capacity and enhancing client experience through capabilities driven by intelligent hyperautomation.
Sustained outcome
By unlocking a potential revenue uplift of R400 million to R800 million, the financial services provider can achieve more robust financial performance and create value for stakeholders.
By reimagining the relationship and coverage model and enhancing the sales and service value chain, the financial services provider can provide a superior client experience, likely resulting in higher customer satisfaction and retention rates.
Through process redesign and intelligent hyperautomation, the financial services provider can achieve increased frontline capacity and optimise operations, reducing costs and improving service delivery.
