Permanent TSB Group Holdings PLC · EURONEXT:PTSB
Permanent TSB — Irish Life & Permanent — Morgan Stanley Conference 2007
11 slides from Permanent TSB's conference presentation, Mar 27, 2007
Slide 1: Fit to Compete - The Power of Process
Fit to Compete - The Power of Process Morgan Stanley Conference March 27, 2007 Denis Casey, CEO designate
Slide 2: Creating businesses fit to compete
Creating businesses fit to compete z Distribution reach & market position – a given z Operational excellence ¾ process quality in business ¾ predictable outcomes + high productivity ¾ customer + business partner satisfaction z Irish Life and permanent tsb experience 2
Slide 3: Irish Life in the 1990's
Irish Life in the 1990’s z Traditional and not customer-friendly z Sales process advisor driven z Selling an “art” not a process z Low and inconsistent adviser productivity z Random outcomes 3
Slide 4: Irish Life Goals
Irish Life Goals z Make selling a process – not dependent on individual flair z Create an engaging customer experience z Drive increased seller productivity z Consistent advice z Repeatable & compliant processes z Brand reinforcement – similar customer experience 4
Slide 5: Investment in Technology & Processes
Investment in Technology & Processes z Complete redesign of life sales process z Siebel point of sale and CRM technology z Customer centric – built around personal & family goals and priorities z Technology – transparent, interactive & engaging z Rigorous activity management – get inputs right & out
Slide 6: Irish Life Transformation
Irish Life Transformation z Vibrant high quality sales force z Sales force productivity increased from €50K [1998] to €146K [2001] to €350K [2007] z Improved adviser retention z 94% of customers would recommend financial review – no “hard sell”, collaborative approach z 78% of new business processed
Slide 7: Export of Irish Life Model to PTSB
Export of Irish Life Model to PTSB z Bancassurance model – founded on the processes, technology and know-how developed in life company z Premise – life company processes exportable and repeatable in bank network z Installed Seibel point of sale and CRM technology z Transfer of life “sales culture” a
Slide 8: Export of Bancassurance to other Institutions
Export of Bancassurance to other Institutions z permanent tsb experience proved the power of model in a branch environment z Hugely attractive to other retail branch networks z Recognised opportunity to build new institutional distribution z Product provider to: z Install PTSB technology and sales p
Slide 9: Creating New Distribution – Franchise Division
Creating New Distribution – Franchise Division Appeal of technology and processes to independent brokers z High quality customer experience z Compliant advice z Excellent record keeping z Enhanced professionalism 150 tied brokers in new franchise distribution 9
Slide 10: Replicating Model for Branch Mortgage Sales
Replicating Model for Branch Mortgage Sales z SMART mortgages being rolled out in 2007 z Standardised sales process across all branches z High quality customer experience with predictable outcomes z Increased productivity and cross-sell z Mobile advice process 10
Slide 11: Competing Successfully
Competing Successfully z Higher quality + more productive sellers z Lower operational risk z Increased customer satisfaction z Creating a world class businesses in Irish 30% Life & permanent tsb 28% 26% 25% 25% 23% 22% 21% 21% 20% 19% 19% 15% Life Market Share 10% 98 99 00 01 02 03 04 05 06 11
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