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 Client
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A state bank was losing tens of millions of dollars.
Performance problem
The organization was losing money through most channels. Overall operational
efficiency was low; in particular, branches were operating at a loss. Customer
dissatisfaction and staff turnover were high.
 The BMG solution
Using a SNAPP™ approach, BMG:
- Restructured the entire bank into a sales-driven organization, developing
a focused "outside the branch" sales force in business banking, commercial
banking, cash management, and CRA related loans
- Implemented a "total relationship management" selling concept
- Improved operating efficiency while lowering operating costs
- Established quality of service standards, measured monthly
throughout the company including all operating and businesses units.
Outstanding results
In 12 months time, the bank showed a $21 million net profit. There was 123% growth in
business banking credit standings, increased market share from 1% to over 10% in
business banking deposit customers and cash management within 15 months. The customer
quality of service satisfaction index increased to an 8.0 average out of possible 10.0.
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