WNS Triange, the data CoE and analytics CoE brings together domain experience, delivery capabilities, functional and technology best practices to help achieve excellence.

1. This is our story of co-creating
an analytics-led Master Data
Management (MDM) solution to
drive a 360-degree customer
view for a leading US bank.
Master Data
Management
Transforms
Customer
Experience for
a Leading Bank

2. Banks tend to house customer data across multiple systems. However, most of these systems work in
silos, preventing banks from gaining a unified customer view. This has several repercussions – from
creating various profiles of the same customer to targeting unintended recipients with
communication and promotional campaigns to missing out on upselling and cross-selling
opportunities. Banks also run the risk of incurring penalties and facing irreversible reputational
damage. An integrated data management solution becomes inevitable in a scenario like this.
As we know…
We leveraged Triange Consult, a key pillar of WNS Triange (our data, analytics and AI practice), to
provide advisory services to the client. We helped the client identify the right technologies and define
the end-to-end architecture for the MDM solution.
The challenge for our client was…
As the consulting partner…
With Triange NxT, another critical pillar of WNS Triange, we combined best practices, and proprietary
frameworks and accelerators to implement an analytics-led MDM solution. The solution integrated
customer data residing across various disparate systems. It acted as a single repository, cleansing and
providing a ‘golden record’ with relevant, latest and high-quality data points for each customer.
Key aspects of our MDM solution included:
■ Proprietary accelerators such as data profiling tools, data matching and merging algorithms, and
knowledge graphs enabling quick delivery and better accuracy
■ Custom user interface for data stewards to manage system failures and conflicts
■ Robust data governance practice with an added layer of security to ensure the highest
data standards
■ Data security and entitlement framework to provide the right access to the right users
■ Metadata repository for quick reference of data elements and documentation
■ Data consumption layer with application programming interfaces for MDM consumers
As the co-creation partner…
To achieve a single aggregated view of customer data across various Lines of Business (LOB) and
applications. The bank required a ‘golden record’ of high-quality data points to serve customers in a
more personalized, friction-free way while also improving data governance.
The bank wanted a ‘single source of truth’ for its customer data, leading to accurate insights, reduced
data redundancy, improved upselling / cross-selling and enhanced collaboration between business
units. It also wanted to avoid communication errors, e.g., sending payment reminders to the wrong
recipients and upsetting loyal customers. The module was expected to support compliance-related
reporting as well.
01
wns.com

3. Enabled the bank to improve customer experience significantly. Authorized users across LOBs could
drive targeted growth through personalization. Other benefits included:
■ 95 percent increase in data quality scores by reducing duplicates and data anomalies
■ Higher returns on analytics investment
■ Robust data governance
Potential benefits included a 50 percent reduction in risk incidents and a 10 percent increase in
upselling and cross-selling opportunities. Moreover, our flexible engagement model allowed the bank
to fine-tune the solution on the fly.
Data-led insights from a single,
authentic repository…
02
wns.com

4. © Copyright 2022 WNS (Holdings) Ltd. All rights reserved
www.wns.com Follow us on:
WNS (Holdings) Limited (NYSE: WNS) is a leading Business Process Manage-
ment (BPM) company. WNS combines deep industry knowledge with technol-
ogy, analytics, and process expertise to co-create innovative, digitally led
transformational solutions with over 400 clients across various industries.
WNS delivers an entire spectrum of BPM solutions including industry-specific
offerings, customer experience services, finance and accounting, human
resources, procurement, and research and analytics to re-imagine the digital
future of businesses. As of September 30, 2022, WNS had 57,503 professionals
across 60 delivery centers worldwide including facilities in Canada, China,
Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain,
Sri Lanka, Turkey, the United Kingdom, and the United States.
WNS Triange (formerly WNS Research and Analytics practice) powers
business growth and innovation for 120+ global companies with data, analytics
and Artificial Intelligence (AI). Driven by a specialized team of over 4000
analysts, data scientists and domain experts, WNS Triange helps translate data
into actionable insights for impactful decision-making. Built on the pillars of
consulting (Triange Consult), future-ready platforms (Triange NxT), and
domain and technology (Triange CoE), WNS Triange seamlessly blends
strategy, industry-specific nuances, AI and Machine Learning (ML) operations,
and intelligent cloud platforms.
Driving a futuristic edge are WNS Triange’s modular cloud-based platforms
and solutions leveraging advanced AI and ML to provide end-to-end
integration and processing of data to actionable insights. WNS Triange
leverages the combined strength of WNS’ domain expertise, co-creation labs,
strategic partnerships and outcome-based engagement models.