Customers Preferred Location to Get Banking Services Qorus-Infosys Finacle Banking Innovation Awards 2024

The Customers Preferred Location Project is designed to optimize the bank's service network. By analyzing customer mobile movements, credit card expenditures, ATM transactions, branch visits, and address information.

These data allow us to identify location clusters where customers are present at different times. We use metrics such as frequency and recency of presence in these clusters, along with data from various sources, to assign precise locations.

Location data are converted to the grid level to facilitate easier use and analysis. Traditional address data often do not reflect where customers spend their time and conduct financial activities. By focusing on actual customer movements and behaviors, we can enhance service delivery and operational efficiency.

Additionally, this project has enabled the aggregation of location-based customer information within specific radius, opening the way for more detailed spatial analysis and insights.

The project was inspired by the need for more detailed and actionable customer insights to guide strategic decisions regarding branch and ATM placements.

It involves cross-collaboration between the Data Analytics, IT, Operations, and Strategy departments. Results achieved so far include precise customer location profiling, which has already led to significant cost savings and improved service delivery.