Case Study: Leading Australian Bank reduces mortgage attrition and boosts cross-selling with WNS

Co-creation Using Analytics Helps Reverse Mortgage Attrition & Boosts Cross-selling

The Leading Australian Bank was facing rising home loan attrition, with its runoff rate at 13% versus an industry average of 9%, and needed a better way to identify customers likely to refinance away. WNS worked with the bank on its first retention campaign, using analytics to target the right mortgage customers at the right time and support cross-selling efforts.

WNS built two attrition propensity models using the bank’s 80,000-customer home loan database, analyzing 500+ variables and 10 million transaction rows with logistic regression and Cox hazard techniques. The solution segmented customers into six clusters and enabled tailored offers, helping the bank reduce mortgage attrition by 10% and cross-sell products to 10% of mortgage customers.