BSG Case Studies
BSG worked with a leading South African health insurer to improve member and provider experiences and accelerate self-service solutions through an insight-led, customer-centric approach.
BSG tailored an insights-led approach to assist a leading South African bank in creating and establishing its BTO. The objective was to align multiple projects, initiatives and benefits to deliver outcomes and drive business strategy. This in turn creates continuous value through effective management of benefits, demand and prioritisation.
Drawing on insurance and retail industry experience, BSG helped a leading global oil and gas provider to streamline its franchisee and retail customer experiences by aligning the strategic Business and IT initiatives of its South African business and ensure they are on track to meet their global revenue growth targets.
BSG supported the data science team at a major bank in consolidating diverse datasets for improving the bank’s product recommendation algorithm. Combining better data engineering with agile ways of working, BSG made recommendations, which could boost the product recommendation team’s performance and promote collaboration between discrete product houses. The outcomes included lowered costs, increased revenue, better customer retention and improved strategy.
Taking a data-led approach to predict high-risk cases and prioritise action within the claims’ management process
BSG helped a leading healthcare provider to be in a position to save millions of Rands each month by making data-led decisions, enabling better prioritisation of action and reduction of claims-related issues
BSG supported the transactional banking arm of an insurance provider to accelerate their journey to becoming an industry disruptor. Combining regulatory requirements with innovative solutions that improve customer experience, BSG guided several initiatives that support in the development of a new product; a fully functional digital bank account.
Improving debit order payment collection to increase customer satisfaction and trust in the client institution
BSG supported a South African asset finance house by analysing and redesigning their existing payment solution in order to comply with the South African Reserve Bank (SARB) early collection and account tracking requirements.
Leveraging existing client and industry data to create a view that closes compliance gaps, and mitigates major financial and reputational risks.
BSG partnered with a bank to successfully roll out a CRM solution for their retail banking division, providing a consolidated view of customers, that drastically enhanced the customer experience.
BSG supported a leading South African vehicle and asset finance company to design and implement an innovative, transparent online vehicle finance application tool using Agile methodology, increasing the number of successful vehicle credit applications and acting as a proof-of-concept for organisation-wide digital transformation.
BSG worked with a leading South African hospitality group enabling them to better understand their customers’ behavioural patterns, to enhance marketing offerings and drive increased online bookings.
Ensuring effective roll-out of a Sanctions Programme for the African operations of a leading Global Bank
BSG combined stakeholder management practices with change management to ensure the successful roll-out of a Sanctions Programme for the Emerging Market operations of a leading global banking group.
BSG empowered the client management staff of a corporate bank to get enhanced business insights from quality news articles on a near real-time basis. These valuable insights cut through the information overload and gave them a competitive advantage to capitalise on potential business opportunities, tailored and prioritised according to market sentiment and sector performance.
BSG supported the corporate investment division of a large South African bank to drive transformation of deal processing via a cutting edge technology stack that provides automation opportunities, improved case, contracts and document management capabilities.
BSG drove digital transformation of legal services for a large South African bank by implementing an integrated enabling technology stack, reducing risk, enhancing data integrity and security and ensuring business continuity.
BSG supported an established short-term insurer to align their operational claims needs with their business strategy, positioning them to successfully deliver a new claims workflow system.
Driving the acquisition and retention of SME customers to unlock potential revenue growth of 12% in the segment
BSG assisted a leading South African vehicle and asset finance lender to explicitly target small and medium enterprise (SME) customers using a data- and client-led approach, rapidly elevating value realisation via strategic, data-driven customer segmentation and value proposition design for the SME market.
BSG assisted a leading South African investment, advisory and corporate banking company to develop the capabilities of their internal disruption unit to allow them to create, test and implement a range of innovative solutions to transform the experience of their customers.
BSG assisted a leading local insurance company to modernise, structure and simplify legacy role entitlements which span over 1000 access profiles and successfully migrated these to a cloud-based IAM target system. Reducing costs, mitigating risk and maturing both governance and compliance processes.
BSG helped a leading South African bank to understand what motivates customers to switch from their primary bank to another. BSG developed insights and helped define the strategic direction for switching as part of the bank’s overall customer onboarding experience.
Revealing the costs, risks and benefits of transformation, enabling an iterative, value-driven approach which mitigated risk and maximised business value.
BSG assisted a large South African bank to comply with the new Financial Intelligence Centre (FIC) Amendment Bill by implementing goAML, an integrated anti-money laundering (AML) reporting platform which combats terrorist financing to ensure the security and stability of the bank and South Africa’s financial system.
Empowering the local arm of a global asset finance lender with a solutions roadmap for compliant flow of personal information
BSG supported the creation of a solutions roadmap to safely handle personal information in line with POPI, reducing risk and maximising customer confidence.
BSG worked with a leading South African bank to assist them to better understand their customers’ financial behaviour and spending patterns, to drive opportunities throughout the customer lifecycle.
BSG assisted a leading retailer to understand whether their CRM systems are supporting the original vision for their customer transformation programme and are ready to enable the digital, personalised future of customer interactions across all channels.
BSG worked with a South African bank on a proof-of-concept to enable the bank to predict financial distress using data science, resulting in a prioritised company watch list of high risk customers. Previously the bank had taken 6 months to highlight organisations in financial distress, the BSG designed system drops that down to 1 month.
One of South Africa’s largest asset finance lenders trusted BSG to identify and quantify strategic initiatives to support sustainable differentiation in the used car market. Our collaborative approach resulted in a practical execution roadmap for the initiatives, with an aligned benefit-tracking model.
BSG assisted the South African operation of a top five global oil and gas organisation to replace their end-of-service life terminal automation system (TAS). This system supports the gantry equipment at fuel terminals and posed a risk to ongoing operations and safety if not replaced.
BSG partnered with a leading South African provider of motor vehicle and business finance to define requirements for implementation of the new Authenticated Collections (AC) payment method.
BSG partnered with a South African asset finance house to ensure compliance with the POPI (Protection of Personal Information) Act and enable them to safely handle personal information flowing through the value chain including staff, vendors and customers.
A South African motor dealership franchise realised that if they want to stay competitive in the growing used car market, they need to be making fact-based decisions regarding their future strategy. BSG partnered with the client to create a roadmap to operationalise their proposed strategy.
BSG partnered with the South African operation of the world’s largest producer of synthetic fuels to showcase how the client could improve the health and safety of employees and service providers by using historical data to predict and mitigate against future harmful occurrences.
BSG partnered with a South African asset finance house to illustrate how data and advanced analytics can be used to generate business value. With the rapid increase in the volume and variety of data available to businesses, the client realised they could utilise their data to complement business strategies and position themselves as an industry leader.
A leading South African financial institution requested BSG’s assistance in designing a customer onboarding strategy to enable new customers to be brought into the organisation in a speedy, efficient and effective manner.
Providing a bank with best banking practices to competitively position them for the changing local and global credit banking environment
BSG partnered with a prominent South African bank to enable them to take pro-active measures against credit losses, gear up to manage risk and increase their market share by producing intelligence from their data to inform fact-based, value-adding business decisions.
BSG assisted a client’s field sales advisors to deliver great service to their customers, increase efficiencies and improve productivity by accessing comprehensive customer and policy information via a mobile app.
Focused delivery on business operation improvements through a trusted partnership with an oil and gas leader
In a partnership spanning more than a decade, BSG has assisted one of the top five global oil and gas organisations to execute on their southern Africa business strategy, by guiding them in adjusting the strategy to meet the specific and unique needs of this region, while assisting the client to adapt to significant events and flows in the business cycle.
Utilising fact-based decisioning to enable business to make the right vendor selection with complete confidence
BSG partnered with a South African corporate and investment bank to run a vendor selection process for the replacement of a core, high-touch order management system (OMS).
BSG partnered with a multinational brewing and beverage company to develop an optimised operating model and accompanying strategy, to enable its IT department to better support business objectives.
Facilitating increased trade for a bank by implementing a trade finance solution to drive growth across Africa
BSG partnered with a prominent financial institution in South Africa to implement a trade finance solution from China Systems, to position the bank as a leader of working capital solutions in Africa and address the competitive challenge from non-African banks, while improving their supply chain finance capability and the client experience.
BSG combined customer experience design techniques and data analytics to assist a leading South African retail bank to optimise its customer onboarding process in support of strategic goals relating to customer profitability growth.
Enabling IT to collaborate with business and shape strategy by leveraging the right technology solution
BSG partnered with a South African asset finance house to empower them to confidently make the appropriate investment to replace a core operating platform, by understanding the technology options available to deliver against current and future business imperatives and allow for longevity of the selection.
Enabling business success through a revised operating model to build careers and transform culture and performance
BSG was trusted by a South African asset finance house to fundamentally shape the future of the organisation, by reviewing their existing business analysis (BA) capability to design the required BA capability and establish a Centre of Excellence (CoE).
Providing a medical aid insurer with the confidence to make a multi-million Rand investment decision
One of South Africa’s largest medical aid insurers trusted BSG to scope, financially motivate and source the replacement of their administration, underwriting and billing systems for their health business. The resultant business case ensured the client’s exco didn’t have to second guess themselves and they approved the request first time, an accolade on the robustness of BSG’s business case.
Partnering with a South African life insurance and investment company to develop a strategic customer experience capability.
Improving customer experience, creating operational efficiencies and decreasing risk through a core system upgrade
BSG partnered with a leading South African retail bank to develop a rich client application for use in branches to create, maintain and update customer records.
BSG worked with a prominent South African retail bank on a core systems development project to implement Agile development practices, in a traditionally Waterfall and governance-heavy environment.
Creating a common home loan application process for a leading South African bank to reduce turnaround times and improve customer experience
BSG enabled a market share gain in home loans for the client and enhanced the customer experience, through system and process efficiencies resulting from a decrease in handover points and a reduction in home loan turnaround times.
Partnering with one of Africa’s largest mobile network operators to implement a standard, multi-country, scalable platform and operating model to drive business efficiency, risk and control needs.
Directing the design process for a mobile application to allow a bank’s customers to track, manage and protect their belongings.
Driving financial inclusion in Africa through a mobile banking solution to give a bank’s customers access to remote banking services
BSG assisted a South African bank to provide their customers in Africa with access to banking services via a mobile app, to give them the freedom to bank without having to travel into a branch.
BSG applied Agile development and user experience (UX) practices to develop a bespoke system to automate the debt recoveries process at a leading South African retailer.
Making banking accessible and convenient while driving financial inclusion through new ATM service offerings
BSG assisted a leading bank with an African footprint to increase their competitive footing through the deployment of new ATM service offerings by upgrading 390 ATMs in Africa, replacing 13 ATMs and ensuring 573 ATMs meet urgent regulatory requirements by being EMV compliant.
BSG partnered with a prominent South African media house to improve employee engagement, internal communication and collaboration – through the creation of a tailored version of MyWorkLife, a BSG-developed people engagement platform – rolled out to all 6 000 users across the enterprise.
By partnering with BSG, a leading South African retail bank could significantly enhance their customer experience by establishing a single-view target operating model (TOM) for their home loans business across Africa.
A leading South African medical aid insurer trusted BSG to implement a large-scale, high-risk and complex system replacement; allowing for innovation and flexibility while ensuring existing, daily business operations weren’t impacted.
BSG partnered with a JSE-listed specialist South African investment and private bank to assist them in launching a new and uniquely distinctive retail bank, to drive a strategic initiative to increase “sticky” deposits to comply with legislative requirements.
BSG played a significant role in enhancing the customer experience and effectiveness of a South African bank’s commercial channels by moving the business to a modern, fit-for-purpose customer and portfolio management solution.