A data-driven way of reducing backlogs

A data-driven way of reducing backlogs

data-driven backlogs


A bank asked us to analyse the manual processes used for 60,000 customer dossiers, make them more efficient and, wherever possible, make the backlogs data-driven.


Together with SynerScope, we developed a model that made it possible to carry out a large proportion of the processes in a data-driven manner. This enabled us to reduce backlogs much quicker, prevent the formation of new backlogs, and to work more efficiently in future.


Analysis proved that the customer evaluations could be carried out in a quarter of the time. This saved a total of more than 40,000 man-hours of trawling through dossiers. The project generated a return in excess of 400 per cent. Furthermore, we demonstrated how the customer base could be made much easier to analyse.

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Set up and implementation of a Customer Due Diligence policy

“Making a good start was half the battle”

The challenge facing KAS BANK was to implement a Customer Due Diligence policy and rationalise customer files in a limited timeframe.

In collaboration with ITDS, project manager Marc Brouwer took on the challenge.

A social strategy and implementation for OHRA

“As soon as we were satisfied, they’d raise the bar”

In the space of just a few years the role of Social Media at OHRA has grown from “a nice little extra” to a fully fledged business channel.

Iris Wezenberg – previously Social Media Manager and now Online Service Manager with this Dutch insurer – explains how it all came about.

An international IT strategy and organisational change

“You have to get people onside because not everyone likes change”

In just over 40 years Brunel has evolved from a Delft-based brokerage company into an international service provider employing more than 11,000 people in 37 countries. In many of these countries Brunel used local IT systems, each with its own definitions. To make it all future-proof, all these systems had to be replaced by a single system based on the same standard.

Stefan de Boer, Manager Global IT, tells about the collaboration with ITDS.


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