Knowledge Hub · Pattern Library
The same problems, wearing different logos.
Pattern 01Collections
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.
- hours a year lost to non-collecting work
- 14,000hours a year lost to non-collecting work
- a year in lost capacity
- $880Ka year in lost capacity
- from first process map to a tested redesign
- 4 monthsfrom first process map to a tested redesign
Pattern 02Business 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%.
- to onboard one new business member
- 59 minto onboard one new business member
- of business members inactive or dormant
- 39%of business members inactive or dormant
- fewer questions after the redesign
- Up to 59%fewer questions after the redesign
Pattern 03Home 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%.
- funded within 15 days, up from 20%
- 33%funded within 15 days, up from 20%
- days spent in processing and closing
- 22 of 25days spent in processing and closing
- a year in estimated savings from three fixes
- ~$445Ka year in estimated savings from three fixes
Pattern 04Auto 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.
- pull-through over two and a half years
- 28% → 23%pull-through over two and a half years
- digital pull-through, against 26–30% in other channels
- 15%digital pull-through, against 26–30% in other channels
- a year in extra originations from a 1 to 2 point lift
- ~$11M–$21Ma year in extra originations from a 1 to 2 point lift
Coming next
New patterns as we publish them
Each one comes from a real engagement, with the numbers. Get them by email.
Patterns
A problem we've seen at many institutions: how to spot it in yours, and what it costs.
A method you can apply yourself, step by step.
What we did for one client, and the results it delivered.