Product strategy
A bank’s product strategy defines “how to play” in relation to product mix, differentiators, features, pricing and marketing. The extent to which product decisions can impact cost is often overlooked. For example, product variants may be introduced to address client feedback or complaints, accommodate relationship managers who want tailored solutions for their clients, or to minimize the impact on new clients acquired through an acquisition. Over time, this can lead to significant complexity within core product platforms, making maintenance and application development more costly and materially reducing process efficiency for customer service and operations teams.
Major banks are already taking action to rationalize their product offerings, as illustrated recently by ABN AMRO’s announcement2 that trade and commodity finance activities will be discontinued completely.
When considering cost impacts, decisions need to be taken not only about which products to offer to chosen client segments in chosen markets, but also about how best to do so. For example, making it easier for customers to purchase products can improve scalability and cost-income performance.
For any bank considering its product strategy from a cost-lever perspective, these are the types of question we envisage being asked: Do we have the right product mix to meet current and future client and market requirements? Which products should we distribute and manufacture to our chosen client segments in our chosen markets — and which should we just distribute? How can we reduce new business leakage e.g., by ensuring customers complete product application processes? Could we white label selected products and realize greater economies of scale from our systems and processes? Which products need to be better marketed, packaged, repriced, standardized or removed from the portfolio? How and where does our current product mix drive cost elsewhere in the bank?
Channel strategy
Channel strategy aims to maximize internal and customer benefits through effective channel management. This involves reshaping customer interactions, reducing operating costs and improving omni-channel experience by reducing call demand, migrating activities to lower cost channels and optimizing the remaining work and required workforce.
This is one of the areas where the COVID-19 pandemic has most profoundly impacted banks to date, with enforced branch closures and operating changes due to government restrictions and social distancing. It’s also led to a significant uplift in the volumes of customers using digital channels as well as a dramatic shift to contactless payment, enabled by increases in card payment limits and driven by concerns over cash handling.
Channel strategy has a material influence on a bank’s cost efficiency. For example, costs increase if a customer’s needs are not met by phone, leading to a branch visit. Similarly, additional costs are incurred if a customer feels insufficiently confident with digital channels and wants to speak to someone in person or over the phone instead. Costs increase again if incomplete data online results in manual intervention being required before a customer request can be processed.
Banks may want to work together to achieve a cost-effective channel strategy. For example, Belgium’s four big banks (Belfius, BNP Paribas Fortis, ING and KBC) have announced they are joining forces to set up an integrated, optimized network of ATMs3 – responding to the systematic decline in cash withdrawals from ATMs since 2012.
When developing a cost-effective channel strategy, the types of question we envisage banks evaluating include: Should we be leveraging alternative distribution models to reach specific customer demographics? How can we sustain the heightened digital adoption levels driven by the COVID-19 pandemic? What is the cost efficiency of each of our channels? Could our digital user experience deliver a more seamless and intuitive customer experience? How do we influence customer behavior to redirect it to our more cost-efficient channels? How do we address critical failure demand in our branches and call centers?
Acquisitions and disposals
When seeking to optimize costs, acquisitions and disposals are well-established strategic moves. Banks typically rely on acquisitions to improve the scalability of their cost base fast, as well as accessing specialist resources. Meanwhile, disposals can maximize shareholder value by divesting non-core or under-performing assets. The proceeds from divestment and any surplus capital can be reinvested into core business activities and potential acquisitions aligned to client, market, product and channel strategies – where these support enhanced cost-income ratios.
The banking sector is likely to see substantial M&A activity in the near future. According to our EY 2020 Global Corporate Divestment Study, 87% of banks surveyed plan to undertake divestments within two years, for reasons that include revamping operations to improve profitability in a post-pandemic environment.
Deals are already being done. For example, the merger of CaixaBank and Bankia4 will create the biggest banking and insurance group in Spain — giving both parties greater scale, financial strength and profitability. From a disposal perspective, in mid-November, Spanish banking group BBVA announced5 that it would exit the US market through a sale to PNC for $11.6 billion.
When considering acquisitions and disposals from a strategic cost perspective, banks might evaluate questions such as the following: Which business units are underperforming or operating at sub-scale? Which divisions or products are not aligned with the business purpose or overall strategy of the bank? What opportunities exist for regulatory capital arbitrage? In which business line(s) could an acquisition help generate greater economies of scale from existing infrastructure? Where could an acquisition of capability help address cost inefficiency or scalability issues?