Client
- Public company in the financial services industry has facilitated over $16B in loan volume.
Challenge
- Rapid growth created the need for a more formalized approach to management
- Company’s success creating more opportunities than resources
- No guide to make more informed decisions
- Customer intimacy with their clients was selected as foundation for competitive advantage
Solution
- Formulated customer driven vision and strategy with CEO and management team
- Redesigned operations and leveraged technology to deliver a better customer experience
- Developed a broader portfolio of offerings to leverage investments in customer relationships
- Strengthened employee skills and clarified and reinforced desired employee behaviors
- Developed and implemented a formal customer feedback system hardwired into continuous operational improvement
- Conducted annual survey with client’s customers to assess performance, shore up vulnerabilities, and target new strategic initiatives
Client Results
- Revenues exceeded $200 M for a four year compound annual growth rate of over 205%
- Net Income exceeded $75 MM for a four year compound annual growth rate of over 230%
- Market capitalization increased 122% over 20 month
- Staff expanded from 35 to over 700 in four years
- Loan volume increased 56% per year over five years