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Customer driven business transformation ge

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  • 1. Imagination at work Customer driven Business Transformation FST Media Conference, Melbourne 05 August, 2014
  • 2. GE Capital Australia, Consumer Finance products 2Customer driven Business Transformation | 5 August 2014 Sales Finance Credit Cards Consumer Credit Insurance Credit Cards Personal Loans Insurance
  • 3. Customer feedback has refocused our business transformation; Be faster, easier, & simpler… 3Customer driven Business Transformation | 5 August 2014
  • 4. Our objective is to transform via simplification; To remove anything that isn’t helping us grow 4 • Every step removed is less time for Customers to wait • Every system dependency eliminated is one less break point, one less item to be maintained & upgraded • Every feature release is one more reason for a Customer to select your product • Every staff use of a simplified process, translates into an improved Customer experience Customer driven Business Transformation | 5 August 2014
  • 5. Our version of cutting edge technology was a little dated. 5Customer driven Business Transformation | 5 August 2014
  • 6. We’ve set out to change the way Customers do business with us, piece by piece 6 Sales & telemarketing, core data feeds Originations, workflow & decisioning Servicing & Receivables Customer driven Business Transformation | 5 August 2014 Sales +33% Speed +50% Single core P P
  • 7. We’ve learned a lot over the last couple of years. Customer driven Business Transformation | 5 August 2014 7 People • Empower a small core and give them air-cover • Build credibility, keep adding to it • The full team has to operate at the same pace Technology • Fundamental change requires commitment • Find Partners, not Vendors • Don’t underestimate the impact of the right platform Process • Use the tools & techniques that are fit for purpose • Everyone has to be all in…governance, legal, compliance • The speed of change is exponential once started