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Just-in-time decisioning for collections
with Decisioning as a ServiceSM —
a Wells Fargo case study
Brad Bowland | Wells Fargo Education Financial Services
Curt Retz | Experian
Dave Coates | Experian




© 2012 Experian Information Solutions, Inc. All rights reserved. Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions, Inc.
 Other product and company names mentioned herein are the trademarks of their respective owners. No part of this copyrighted work may be reproduced, modified,
 or distributed in any form or manner without the prior written permission of Experian.
 Experian Public.
Today’s agenda


 Introductions and agenda
 The business opportunity
 Objectives and anticipated outcomes
 Project overview
 Cost / benefit analysis
 Wells Fargo EFS and Experian relationship
 How it works
 Key differentiators
 Summary
 Questions and answers



                             © 2012 Experian Information Solutions, Inc. All rights reserved.
                                                  Experian Public.                              2
Introductions




Brad Bowland
Wells Fargo Education Financial Services
SVP Risk Management (EFS)

Dave Coates
Experian
Client Services Director

Curt Retz
Experian
Senior Account Executive




                           © 2012 Experian Information Solutions, Inc. All rights reserved.
                                                Experian Public.                              3
The business opportunity


 EFS Risk Management sought a decision strategy engine
  for account management and collections efforts
 A business rules management system for optimizing:
    ►   Account-level treatments
    ►   Cross-sell and retention
    ►   Loss mitigation and recovery
 Strategically aligned with:
    ►   Customer experience and simplicity
        for unique customer treatment
    ►   Operational transformation and efficiency
    ►   Controlled business portfolio growth; reduced costs;
        enhanced revenues



                                   © 2012 Experian Information Solutions, Inc. All rights reserved.
                                                        Experian Public.                              4
Objectives and anticipated outcomes



 Quickly identify and execute on risk /
  rewards in student loan portfolio growth
 Improve ability to respond to changes in
  customer and business needs
 Improve efficiency and effectiveness of
  collection, recovery and customer service
  agents
 Minimize IT resource requirements




                             © 2012 Experian Information Solutions, Inc. All rights reserved.
                                                  Experian Public.                              5
Objectives and anticipated outcomes



 Evaluate and engage customers based
  on their total relationship with Wells
  Fargo
 Track strategy performance, improve
  ability to make timely changes with
  minimal manual effort
 Ensure compliance with centralized
  management of account
  treatment strategies




                            © 2012 Experian Information Solutions, Inc. All rights reserved.
                                                 Experian Public.                              6
Project overview
Description
 Implement an account risk management
  decision engine
 EFS Risk Management responsible for business
  rule development, testing, and implementation
 Hosted by Experian via Decisioning as a ServiceSM
    ►   No hardware or software needed
    ►   Uses existing BAU systems’ formats
        and process flows
 Leverage existing Experian data security
  and system architecture
 Vendor management consolidated
  with Wells Fargo Consumer Lending Group



                             © 2012 Experian Information Solutions, Inc. All rights reserved.
                                                  Experian Public.                              7
Project overview
Benefits

 Improve customer experience
    ►   Unique customer treatments
 Improve cross-sell, banker referral
  and account retention
    ►   Target pre-repay campaign efforts
 Improve strategy implementation cycle-time
    ►   Reduce from 12 months to one month




                              © 2012 Experian Information Solutions, Inc. All rights reserved.
                                                   Experian Public.                              8
Project overview
Benefits

 Improve collection efficiencies
    ►   60% improvement cost / $1 collected
 Improve collection effectiveness
    ►   40% improvement in delinquency rates
 Reduced losses
    ►   25% improvement in net loss rates
 Improve scorecard deployment
    ►   Avoid IT coding, saving $100,000 / scorecard
 Realizing an ROI = 20:1




                              © 2012 Experian Information Solutions, Inc. All rights reserved.
                                                   Experian Public.                              9
Project overview
Stakeholders


 Risk Management
 Collections
 Contact / Service Center
 Collections System Support
 Enterprise Security
 Enterprise IT
 Enterprise Vendor Management




                             © 2012 Experian Information Solutions, Inc. All rights reserved.
                                                  Experian Public.                              10
Project overview
Environment


 EFS was one of only two
  consumer business lines
  currently lacking back-end
  decision engine capabilities
 EFS evaluated multiple (four)
  competing solutions before
  choosing Experian
 Other Wells Fargo business
  units currently evaluating
  legacy decision platforms




                             © 2012 Experian Information Solutions, Inc. All rights reserved.
                                                  Experian Public.                              11
Decisioning as a ServiceSM
How it works




Diagrams of the batch processing
environment
  ►   Overall environment
  ►   Automate strategy updates




                            © 2012 Experian Information Solutions, Inc. All rights reserved.
                                                 Experian Public.                              12
How it works
Production process flow
Wells Fargo EFS                                                                                                                         150,000
legacy systems                                                                                                                           accounts
                                                                                                                                         per day
                                    SOR 1                   SOR 2                                     Collections system
                                                                                                                                        End to end
                                      DaaS Production                                                                                    < one hour
Daily secure file transfer          Batch initiation script
at independent times                                                                                                                    Hands-off
                                                                                                  Combined
                                                                                                                   Trigger
                                                                                                                                         operation
                                    SOR 1                    SOR 2                                collections
                                                                                                                     file
                                    Input
                                     file
                                                             Input
                                                              file
                                                                                                      file                              Manual
                                                                                                                                         intervention
                                                                                                                                         available
               Quarterly
EFS data
updated
               credit bureau
               database                                                                     SOR 1                                       Audit and
quarterly      data
                                      DaaS batch
                                                                                           collection                                    Data
                                                                                               file                                      Integrity
                                      host application
                                                                                                                     DaaS batch file
                                      Production                                                                     append process
                                                                                                                                         Reports
               Monthly
EFS data       account
                                                                                            SOR 2
                                                                                           collection
updated        performance                                                                     file
monthly        database
                                       Strategy
                                       management                                                              Operational
                   Executes EFS        Decision agent
                                                                                                               reports
            maintained strategies

                                            © 2012 Experian Information Solutions, Inc. All rights reserved.
                                                                 Experian Public.                                                               13
How it works
Strategy update flow
 Installed at Wells Fargo                                                                                   Strategy
 Keeps change history                                  Strategy
                                                                                                             management
                                                                                      Deploy to production   Strategy
 Local test environment                                   file
                                                                                                             design studio
                                                                                                             (SDS)
 Multi-user support
 Audit and implementation controls

 Automated transfer                         Experian secure file
 Private and secure                         transfer process




                                                        Strategy
                                                           file
 Strategy file moved
                              Manual                                               Automatic and
  within the hour                                                                  immediate
 Timeframe flexible
 Log produced and returned                      Production
                                                 environment
 Manual control available



                                       © 2012 Experian Information Solutions, Inc. All rights reserved.
                                                            Experian Public.                                          14
Key differentiators
EFS benefits from hosting with Experian
                 Minimal Wells Fargo start-up or maintenance costs
                    ►   Avoid procurement of hardware and development
                 Experian’s hosting experience
                 Leverage existing connections
                    ►   Secure file transfer established quickly
                 Audit and testing functionality included
                 Leverage unique customer identifier for file transfers
                    ►   No SSN or other customer indentifying info needed
                 Leverage account management refresh process
                    ►   Future use of Collections and Retention TriggersSM
                    ►   Integrate with real-time decisioning
                 A partner committed to your success
                        © 2012 Experian Information Solutions, Inc. All rights reserved.
                                             Experian Public.                              15
Summary


 Needed a decision strategy engine for
  account management and collection efforts
 Utilize Experian’s Decisioning as a ServiceSM
  platform with Strategy ManagementSM
    ►   Leverages existing relationship, secure
        connections, and vendor management
    ►   Ability to implement quickly at minimum
        cost
    ►   Realize benefits while Wells Fargo
        completes other integration projects




                              © 2012 Experian Information Solutions, Inc. All rights reserved.
                                                   Experian Public.                              16
Summary


Immediate returns:
  ►   Improved customer experience
  ►   Champion / challenger testing for new treatments
  ►   Improving account retention and cross-sell
  ►   Increased productivity of agents
  ►   Reduced scorecard and strategy
      deployment costs and timeframes
  ►   Improve ability to meet new regulatory
      and audit requirements
  ►   Reduce loss and delinquency growth
Quick implementation through EFS and Experian partnership



                              © 2012 Experian Information Solutions, Inc. All rights reserved.
                                                   Experian Public.                              17
Questions and answers




© 2012 Experian Information Solutions, Inc. All rights reserved.
Experian Public.                                                                           18
For additional information, please contact:
David.Coates@experian.com

Vision Expert Annex
Open every morning, afternoon and during session breaks
  Meet session speakers
  Gather information on Experian products and services
  Request research and complimentary materials
  Schedule one-on-one meetings with Experian experts



                    © 2012 Experian Information Solutions, Inc. All rights reserved.
                                         Experian Public.                              19
May 6–9 • The Phoenician • Scottsdale, Ariz.




© 2012 Experian Information Solutions, Inc. All rights reserved.
Experian Public.

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Just-in-time Decisioning for Collections with Decisioning as a ServiceSM

  • 1. Just-in-time decisioning for collections with Decisioning as a ServiceSM — a Wells Fargo case study Brad Bowland | Wells Fargo Education Financial Services Curt Retz | Experian Dave Coates | Experian © 2012 Experian Information Solutions, Inc. All rights reserved. Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions, Inc. Other product and company names mentioned herein are the trademarks of their respective owners. No part of this copyrighted work may be reproduced, modified, or distributed in any form or manner without the prior written permission of Experian. Experian Public.
  • 2. Today’s agenda  Introductions and agenda  The business opportunity  Objectives and anticipated outcomes  Project overview  Cost / benefit analysis  Wells Fargo EFS and Experian relationship  How it works  Key differentiators  Summary  Questions and answers © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 2
  • 3. Introductions Brad Bowland Wells Fargo Education Financial Services SVP Risk Management (EFS) Dave Coates Experian Client Services Director Curt Retz Experian Senior Account Executive © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 3
  • 4. The business opportunity  EFS Risk Management sought a decision strategy engine for account management and collections efforts  A business rules management system for optimizing: ► Account-level treatments ► Cross-sell and retention ► Loss mitigation and recovery  Strategically aligned with: ► Customer experience and simplicity for unique customer treatment ► Operational transformation and efficiency ► Controlled business portfolio growth; reduced costs; enhanced revenues © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 4
  • 5. Objectives and anticipated outcomes  Quickly identify and execute on risk / rewards in student loan portfolio growth  Improve ability to respond to changes in customer and business needs  Improve efficiency and effectiveness of collection, recovery and customer service agents  Minimize IT resource requirements © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 5
  • 6. Objectives and anticipated outcomes  Evaluate and engage customers based on their total relationship with Wells Fargo  Track strategy performance, improve ability to make timely changes with minimal manual effort  Ensure compliance with centralized management of account treatment strategies © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 6
  • 7. Project overview Description  Implement an account risk management decision engine  EFS Risk Management responsible for business rule development, testing, and implementation  Hosted by Experian via Decisioning as a ServiceSM ► No hardware or software needed ► Uses existing BAU systems’ formats and process flows  Leverage existing Experian data security and system architecture  Vendor management consolidated with Wells Fargo Consumer Lending Group © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 7
  • 8. Project overview Benefits  Improve customer experience ► Unique customer treatments  Improve cross-sell, banker referral and account retention ► Target pre-repay campaign efforts  Improve strategy implementation cycle-time ► Reduce from 12 months to one month © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 8
  • 9. Project overview Benefits  Improve collection efficiencies ► 60% improvement cost / $1 collected  Improve collection effectiveness ► 40% improvement in delinquency rates  Reduced losses ► 25% improvement in net loss rates  Improve scorecard deployment ► Avoid IT coding, saving $100,000 / scorecard  Realizing an ROI = 20:1 © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 9
  • 10. Project overview Stakeholders  Risk Management  Collections  Contact / Service Center  Collections System Support  Enterprise Security  Enterprise IT  Enterprise Vendor Management © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 10
  • 11. Project overview Environment  EFS was one of only two consumer business lines currently lacking back-end decision engine capabilities  EFS evaluated multiple (four) competing solutions before choosing Experian  Other Wells Fargo business units currently evaluating legacy decision platforms © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 11
  • 12. Decisioning as a ServiceSM How it works Diagrams of the batch processing environment ► Overall environment ► Automate strategy updates © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 12
  • 13. How it works Production process flow Wells Fargo EFS  150,000 legacy systems accounts per day SOR 1 SOR 2 Collections system  End to end DaaS Production < one hour Daily secure file transfer Batch initiation script at independent times  Hands-off Combined Trigger operation SOR 1 SOR 2 collections file Input file Input file file  Manual intervention available Quarterly EFS data updated credit bureau database SOR 1  Audit and quarterly data DaaS batch collection Data file Integrity host application DaaS batch file Production append process Reports Monthly EFS data account SOR 2 collection updated performance file monthly database Strategy management Operational Executes EFS Decision agent reports maintained strategies © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 13
  • 14. How it works Strategy update flow  Installed at Wells Fargo Strategy  Keeps change history Strategy management Deploy to production Strategy  Local test environment file design studio (SDS)  Multi-user support  Audit and implementation controls  Automated transfer Experian secure file  Private and secure transfer process Strategy file  Strategy file moved Manual Automatic and within the hour immediate  Timeframe flexible  Log produced and returned Production environment  Manual control available © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 14
  • 15. Key differentiators EFS benefits from hosting with Experian  Minimal Wells Fargo start-up or maintenance costs ► Avoid procurement of hardware and development  Experian’s hosting experience  Leverage existing connections ► Secure file transfer established quickly  Audit and testing functionality included  Leverage unique customer identifier for file transfers ► No SSN or other customer indentifying info needed  Leverage account management refresh process ► Future use of Collections and Retention TriggersSM ► Integrate with real-time decisioning  A partner committed to your success © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 15
  • 16. Summary  Needed a decision strategy engine for account management and collection efforts  Utilize Experian’s Decisioning as a ServiceSM platform with Strategy ManagementSM ► Leverages existing relationship, secure connections, and vendor management ► Ability to implement quickly at minimum cost ► Realize benefits while Wells Fargo completes other integration projects © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 16
  • 17. Summary Immediate returns: ► Improved customer experience ► Champion / challenger testing for new treatments ► Improving account retention and cross-sell ► Increased productivity of agents ► Reduced scorecard and strategy deployment costs and timeframes ► Improve ability to meet new regulatory and audit requirements ► Reduce loss and delinquency growth Quick implementation through EFS and Experian partnership © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 17
  • 18. Questions and answers © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 18
  • 19. For additional information, please contact: David.Coates@experian.com Vision Expert Annex Open every morning, afternoon and during session breaks  Meet session speakers  Gather information on Experian products and services  Request research and complimentary materials  Schedule one-on-one meetings with Experian experts © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public. 19
  • 20. May 6–9 • The Phoenician • Scottsdale, Ariz. © 2012 Experian Information Solutions, Inc. All rights reserved. Experian Public.