Motilal Oswal: Reducing account opening TAT
29 Sep 2010
Motilal Oswal Securities successfully cut down the time lag from the date of signing customers to activating their accounts from 10 days to four, to emerge a winner in the services category at the 22nd Qimpro Convetion.
Motilal Oswal Securities Ltd (MOSL) was founded in 1987 as a small sub-broking unit, with just two people running the show. Today it is a well diversified financials services firm offering a range of financial products and services such as wealth management, broking and distribution, commodity broking and others services.
The turnaround time (TAT) for account opening at the branch operations level during June-Jully 09, (from the day form is signed by client to account activation for the client was 10 days whereas the management expectation was 4 days.
The problem was thoroughly analysed using various tools and methodologies and improvement action taken in following areas
Ready Reckoner for major objection for field executives
Capturing of sign date in MIS and regular MIS sent to senior management
Single KYC data entry to replicate data in softwares
Automated SMS to client intimating objection in form
Benefits realised
Tangible
Reduced TAT of new client account opening from banach oepartions, from 10 days to 4 days which causes financial savings of Rs66 lacs annually
The savings are mainly coming from
Client loss on objected forms: Customer applied for opening an account but never came back after an objection was raised
Additional revenue through TAT reduction (including the interest cost)
Intangible
Higher CSAT due to faster process and satisfied clients spreading the good word about MOSL to other prospective clients
Reduction in logistics and operational costs
See: Six companies win top honours at 22nd Qimpro Convention
See: Godrej & Boyce: Eliminating jam to reduce compressor defects
See: Moser Baer Photo Voltaic: Reducing solar cell breakage from laser to shrink wrap
See: Titan Industries: Strengthening customer loyalty
See: Firstsource: Reducing transfers
See: YES Bank: Focused information-based service delivery