Knowledge Hub
Case studies, playbooks and articles.
Proven Success
$550M+
saved for clients over 20 years
Case studies with the numbers: what we found, what we changed and what it delivered.
8 case studies →Playbooks
Practical, step-by-step guides distilled from 450+ projects. Free to download.
See the free playbooks →Latest Thinking
Article · AI & automation
You are exposed to generative AI risks, whether you use it or not
Article · AI & automation
Intelligent automation: what is it and how to start
Webinar · Lean & process
Agile & Lean Six Sigma: a playbook for integrating two powerful methodologies
Pattern Library
The same problems, wearing different logos.
Recurring process problems we see across banks and credit unions, each with a self-assessment to score your own operation.
Pattern 01: Collections
Why your collections team is losing hours to the wrong work.
Collectors pulled off the phone by manual admin: 14,000 hours and $880K a year at one institution. How to spot the pattern, why it happens, and what to automate.
Pattern 02: Business onboarding
Why new business members open one account and stop.
Onboarding built one product at a time: 59 minutes per new business member, 39% of members dormant. How to spot the pattern, why it happens, and how asking once cut the questions by up to 59%.
Pattern 03: Home equity lending
Why HELOCs take a month to fund and where the days go.
Most HELOC turn time is created at intake and spent waiting: 22 of 25 days in processing and closing. How to spot it, the policy step worth questioning, and how one lender lifted 15-day funding from 20% to 33%.
Pattern 04: Auto lending
Why approved auto loans never fund and how to win them back.
Approved members who hear nothing useful fund their car at the dealer. Pull-through fell from 28% to 23% at one lender, with digital at 15%. How to spot the pattern, why it happens, and the fixes worth ~$11M–$21M a year in originations.
Featured playbook
Our 20-year playbook: The Waste Reduction Playbook.
Your 4-step process probably has 32 steps. This free 12-page playbook shows how to find the waste hiding in financial services processes, put a dollar value on it, and remove it for good.
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Occasional, practical, written for financial services leaders.