Services

Analytics

Information is the most valuable tool in any business and Convergence Group can help you convert data into insights. We help inform strategies through fact-based decisioning.

The first step is effective data management to ensure data accuracy, mapping and storage/backup. Secondly, creating an effective and results-oriented business or campaign starts with proper setup including true test and control strategies, statistically valid sample sizes, and the ability to conduct in-depth response tracking and analysis. Lastly, the ability to leverage historical learnings and develop predictive models allows you to more effectively leverage your marketing investment to maximize ROI.

  • Data Management
    • Data Verification, Mapping and Storage
    • List Segmentation
    • List Processing
  • Campaign Design
  • Campaign Tracking and Analysis
  • Modeling

Channel Expansion and Optimization

Multi-channel marketing is essential to any business to maintain growth, channel diversity and avoid channel dependence.  This allows the organization to quickly adapt to changing the market conditions and consumer behavior.  As consumers adapt and change their behavior or outside forces impact channel profitability, Convergence Group can help optimize and expand channels to fit business requirements.

  • Channel Expansion
  • Channel Optimization
  • Experimental Test Design

Contact Center Optimization

Optimize your internal or external contact center operations with Convergence Group’s benchmarking process, which highlights performance gaps. We develop actionable strategies to address deficiencies and improve performance to ensure a high-quality customer experience. We also offer complete outsourced contact center management services to provide a turnkey advantage so you can focus on more strategic issues.

  • Contact Center Diagnostics
  • Script Development
  • Quality Assurance/Remote Monitoring
  • Dialer Management
  • List Stacking Strategies
  • Calling Window Strategies
  • Platform Development
  • Outsourcing Selection and Management

Credit Risk Management & Collections

Developing and understanding compliance, governance, portfolio and operational risk and credit policy and how they affect revenues and profits are key drivers of success. Development of scorecards designed specifically for your business will help you maximize revenue while minimizing risk. Leveraging new alternative bureau data as well as other sources can enhance the decisioning process. And when accounts go delinquent, our innovative approaches to collections can lift customer engagement, reduce roll rates, increase response and payment rates, and reduce charge-offs.

  •  Operations Risk
  • Credit Policy Development and Evaluation
  • Scorecard Development and Evaluation
  • Concentration Risk
  • Compliance Risk
  • Alternative Bureaus and Data
  • Collections Optimization

Database Consulting

Convergence Group can optimize insourced databases and tools or lead the selection and management of outsourced providers. Our strong systems integration team can interface with your internal resources to ensure a seamless integration and, if required, workaround scenarios. We can help you develop customized or off-the-shelf solutions best designed to meet your goals. We have performed these services for a variety of industries including personal loans, credit card, insurance and pharmaceuticals.

  • Prospect Database
  • CRM Solutions
  • Systems Integration
  • Outsourcing Selection and Management

General Management Consulting

From strategic planning to program management, new market entry to strategic alliances, and product development to research, Convergence Group’s expertise and experience can help you navigate business challenges and provide your organization a path forward for sustained results:

  • Strategic and Tactical Planning
  • Program Management and Execution
  • Product Development and Innovation
  • New and Emerging Market Entry Development
  • Product Line Extensions, Strategic Alliances and Co-branding
  • Partnership Development
  • Research

Interim Management

Convergence Group has the resources, expertise and experience to provide interim management service to help an organization function smoothly through a changing environment. We can provide a full range of qualified professionals to staff a variety of areas ranging from launching new products to turning around troubled businesses. We’ve been providing interim management solutions for Fortune 500 firms worldwide for over 25 years in a wide variety of industries such as financial services, insurance and pharmaceuticals.


Open Banking Solution

Convergence Group has a zero-integration open banking solution that provides direct access to bank data and instant financial insights into customers. Direct data reduces fraud, manual processes, and inaccurate information. Instant Insights delivers pre-built reports for instant financial analysis, automated categorization of bank transactions and lightning fast data retrieval and display. Our solution allows clients to start using data without an IT team or large data project. The widget pre-installed on a hosted web page handles customer consent and data management for one time or ongoing data access. Our solution helps our customers understand their customers better through real-time data and can assist with:

  • Affordability Assessments
  • Identity Checks
  • Customer Onboarding
  • Collections Processes
  • Credit Risk Management
  • Operational Efficiency

Process Improvement

Companies often don’t start looking at the customer experience until sales have started to drop and complaint levels have gone up. Convergence Group will identify bottlenecks and innovation opportunities as well as improve service quality by analyzing your current processes and providing recommendations for improvement. We utilize a range of proprietary tools and analytics to evaluate drivers of cost and profit, then make recommendations to execute initiatives to positively impact results. Our comprehensive business reviews ensure that our recommendations are practical and executable as most clients will draw upon our resources to implement them.

  • Process Re-engineering
  • Diagnostic Audits
  • Service Blueprinting

Profit Optimization

Convergence Group’s comprehensive Revenue Generation Audits combined with Cost Reduction Audits can help identify new opportunities and reduce existing leakage. Our Profit Equations result in an increased understanding and focus on revenue and expense items and how to influence them.

  • Revenue Generation Audits
  • Cost Reduction Audits
  • Profit Equations

Strategic Sourcing

Our ‘no-cost’ benchmark assessment of vendor contracts and spend data can proactively identify process efficiency and expense reduction opportunities. With significant experience in the financial services space including pre-screen, identity verification services, loan servicing and other third-party services the typical engagement averages savings between 10% to 30%. And, our performance-based compensation model is tied directly to the expense reduction amount.