Operational Research The Science of Better

Effective Collections through Stronger Customer Relationships.

KeyBank, one of the largest financial services companies in the US, needed to improve collections performance and customer experience simultaneously. 

The Problem

Despite having more than 1,050 branches, the company thinks, acts and treats its customers with the personal touch of a community bank. KeyBank wanted to leverage these customer relationships to improve every touch point.

The challenge was getting a full view and understanding of each relationship in order to provide personalized treatment. This is particularly relevant for collections. Too aggressive, too impersonal, lacking respect for privacy and, most importantly, just plain ineffective are some of the classic complaints about the process.

The O.R. Solution

The Value