NEWS & ANNOUNCEMENTS
ANALYTICS MONTHLY JULY 2019
ANALYTICS
WHAT’S SEGMENTATION?
MONTHLY
ANSWER: Segmentation is an analytical research program that helps determine how IHMVCU divides members into smaller groups based on many characteristics such as age, income, personality, behavior, buying habits, saving habits, life stage and more. The segments are used to optimize products, marketing campaigns, lending decisions and any other activities around the organization geared toward helping our members achieve financial health!
QUESTION & ANSWER
WELCOME Welcome to the monthly Analytics Team newsletter! We’re all very excited to help support and enrich the organization through easy access to insights and analytics derived from IHMVCU data and your needs.
WHAT HAPPENED TO DATA GOVERNANCE? WHAT’S THE BEST WAY TO GET MY PROJECT OR ISSUE DEVELOPED BY THE ANALYTICS TEAM?
1 ANALYTICS MONTHLY | July 2019
3 APRIL | 2018
ANSWER: Data Governance is alive and well at IHMVCU. However, due to the short timeframe we have before our big core migration, a task force will be put together to help speed up the data quality cleanup initiative. Of course, we continue to rely on you to make sure members’ data is clean and accurate.
ANSWER: The best way to get your project prioritized or your problem/issue fixed is to submit a WorkFront ticket. Currently the ticket request is for Managers and VPs, but soon we’ll have one for everyone to submit problems/issues found in data products and dashboards.
SEGMENTATION SEGMENTATION! NEWS AND ANNOUNCEMENTS The Contact Center continues to knock the ball out of the park with respect to member experience. They’re working very hard to satisfy their service level agreement of 80% of calls answered within 30 seconds! Great job everyone! Because of the success of Rooster (the Contact Center dashboard), the Analytics Team has (and continues) to create similar call tracking dashboards for Financial
What do you know about our members?
Service, Loan Center, Digital Services and the IT
If you look at MoM (Month over Month), you can see our members
Helpdesk. These dashboards give us valuable insight into
can be divided into various groups based on their particular age
the number, duration and types of calls we handle every
groups. Or, if you look at the DQ dashboard you can find our
day. With these metrics in place, we can make incredible
members divided into groups based on their credit scores.
improvements that positively affect our members and team members!
3 ANALYTICS MONTHLY | July 2019
Age and credit score are great ways to group members – and we use this for a variety of things – but it only tells us surface-level facts about our members.
After all, our members are people. Just like you and me, our members have wants, needs, dreams,
Just imagine what we can do by knowing more about who our members are!
goals, families, interests and everything in between. Wouldn’t it be great if we could learn more about who our members really are using data they’ve entrusted with us? That’s exactly what the Analytics team is doing right now! We’re combining all kinds of data — transaction histories, direct deposits, ACH payments, deposit balances, credit scores, loan balances, income estimations and more — to get a robust view of the kinds of groups that define our members!
We call this segmentation. By segmenting our members into 20 – 30 groups (in this first stage) with 70 – 80 individual segments coming soon, we can go above and beyond serving our members to help them achieve their financial health goals.
We might be able to evaluate a loan application that was previously denied due to a low credit score, and then suggest a product to help repair their credit. This, of course, means the member may open more products with IHMVCU, which gives us an opportunity to lead them down the best financial paths. Or, consider members who leave our organization to go to other financial institutions. By correctly identifying these members, we can send out highly individualized marketing material to keep them with us!
ANALYTICS
TEAM MEMBER SPOTLIGHT Jeff Davis
Senior Database Administrator
Hi! I’m Jeff Davis. I joined IHMVCU in October 2017 as a BI Developer on the Business Intelligence team. In 2018, I took on my new title as Senior DBA as BI transitioned into the Analytics team under the superior leadership of our new VP Jordan Bohall. I was born in Norfolk, VA, but lived all of my life in Chesapeake, VA, until I moved to Monmouth, IL, with my wife of 28 years and my 13-year-old step-granddaughter. Prior to moving to Monmouth, I was an IT Consultant for Marathon Consulting in Virginia Beach and worked with lots of clients on various database and .NET web application projects. I have tons of experience and knowledge working with data and databases, so working as part of IHMVCU’s Analytics team is a perfect match for me. We’ve got a great team and I’m excited to be a part of it!
JULY PRODUCTION CYCLE Here’s what’s coming to a dashboard near you:
Production Dashboard and Enhancements •
Member Segmentation 1.0 (20-30 segments of our entire membership)
•
DaD 3.0 (faster load times with more relevant information!)
•
Concentration Risk dashboard
•
Online Journey Mapping dashboard
•
PIT (IT Helpdesk dashboard)
•
Credit Limit Increase dashboard
•
Board dashboard
•
Digital Services Phone dashboard
•
Loan Admin Phone dashboard
•
Unsecured loan campaign
Data Warehousing
3 ANALYTICS 7 APRIL | 2018 MONTHLY | July 2019
• Pega training • Internal Robot Integration testing • “Start My Day” proof of concept Bot
Data Governance
• Adobe Campaign integration 3.1
• New Task Force development
• IADW optimization and logging
• Spectrum clean-up
• Field/Table additions • SageWorks data integrations
In my free time, I play trumpet in bands around Monmouth. Back in Virginia, I had my own rock band and played in lots of different groups. I love playing big band music so it was only natural that I got involved in the Rootabaga Jammers dance band in Galesburg. I’m a Shriner, and back in Virginia I was the director of the Khedive Shrine Band in Chesapeake. When I’m not playing music, I enjoy spending time with my two young granddaughters. Between all of my outside activities and all the awesome new stuff Jordan has planned for Analytics, I definitely stay busy. Being a part of IHMVCU and this awesome Analytics team is one of the highlights of my entire IT career!
Robotic Process Automation (RPA)
• ProfitStars data integrations • Aires File data integrations • EnCompass data integrations
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