Case Study: TD Canada Trust achieves unified customer-centric decisioning and 60% increase in new unsecured credit volume with FICO Decision Management

TD Canada Trust creates customer-centric view with FICO

TD Canada Trust, the personal, small business and commercial bank within TD Bank Financial Group, faced post‑merger operational inefficiencies that hurt customer service and prevented an integrated customer view. Multiple origination systems, manual workflows and frequent re‑keying (22% of applications) led to slow turnaround, higher error rates and insufficient reporting, so the bank needed to overhaul its credit infrastructure.

Working with FICO, TD implemented a unified decision‑management application that integrated FICO Capstone Decision Manager for originations and FICO TRIAD Customer Manager for account management, enabling quick and full application flows, preapproved limits and business‑configurable strategies. The solution delivered faster, consistent customer treatment across channels, higher automated decision rates and lower processing costs — including a 60% increase in new unsecured credit volume within a year and projected approval rate gains (≈30% for Visa, ≈14% for unsecured lines).

TD Canada Trust

Louise Nicholson

AVP Credit Infrastructure