Banks manage multiple accounts per customer from checking and savings to mortgages and credit cards. Yet many struggle to link accounts across family members or households, leaving opportunities untapped. Without automation, household-level insights remain fragmented, making it difficult to deliver targeted offers or provide a coordinated customer experience. The company used Decisions to build an automated, rules-driven householding process that consolidated data into unified household profiles, enabling relationship growth and compliance at scale.
Challenge
Prior to Decisions, the bank faced several challenges:
- Fragmented Data: Customer records were spread across multiple systems without consistent linkage.
- Manual Householding: Staff grouped accounts by hand, introducing errors and inefficiencies.
- Missed Opportunities: Limited ability to identify household-level cross-sell and upsell potential.
- Compliance Risks: Inconsistent rules created gaps in reporting and auditability.
- Customer Frustration: Families received redundant or conflicting offers, eroding trust.
Solution
The company implemented Householding Automation in Decisions with:
- Rules-Based Matching: Intelligent rules to link accounts by address, last name, relationship data, or shared identifiers.
- Automated Consolidation: Centralized household profiles built dynamically across banking products.
- Dashboards & Reporting: Household-level visibility into assets, liabilities, and product adoption.