CX Data Utilization Assessment Services for the Leasing Industry

With market growth tapering off recently in the leasing industry, companies are facing calls to provide new value, making it more important than ever before to have “thorough customer insights.” Companies across the leasing industry are actively engaged in building up and utilizing CX (customer experience) data to address new efforts on the organizational level.
However, in making use of data, companies can find things do not go as they expect because of the ways in which strategy, HR organization and data issues interrelate with one another.
This is where ABeam Consulting comes in to help companies quickly evaluate their organizations’ data utilization levels using an assessment sheet, and formulate practical steps to enhance this.

As the world overflows with financial services and the means of fundraising diversify, the growth of the leasing market is tapering off. Companies across the leasing industry are seeking to use their existing businesses centered on “financing x assets” as a base, while creating new businesses and offering value-added services that provide value in ways that go beyond the bounds of those traditional businesses. To create that new value, it is important for them to raise the resolution on the view of their customers, and to develop greater customer insights than ever before.
To get insight into customers in the leasing industry, it is essential to understand the business process as a whole for customers. Ascertaining all the issues that are generated through business activities will enable companies to provide sustainable value. Deepening their understanding of the business schemes of their customers and understanding from the top down the issues facing stakeholders will further enable companies to provide more comprehensive value.
To add the perspectives of business processes and stakeholders, and to deepen customer insights, companies across the leasing industry are seeking to gather data from diverse contact points across the entire process surrounding customers, and actively apply themselves to using data to extract customer insights.

To add the perspectives of the leasing lifecycle, business processes and stakeholders, and to deepen customer insights, companies across the leasing industry are seeking to gather data from diverse contact points across the entire process surrounding customers, and actively apply themselves to using data to extract customer insights. According to a survey* by the Japan Users Association of Information Systems, some 80% of financial firms expect to be able to generate new services or improve sales by using data. However, it seems only roughly 30% of such firms are managing to use data across their organizations.　
The factors suggested as being what is preventing the promotion of data usage are deficiencies in strategy, HR organizations and data. Issues in each domain are mutually reinforcing, so impacts from initiatives in any particular domain will be limited, and efforts are unlikely to proceed as hoped. Firms thus need to engage in joined-up efforts.

*Source: Japan Users Association of Information Systems, “Survey of IT Trends at Corporations Report, 2024” (March, 2024)

ABeam Consulting helps companies quickly evaluate where they are at now through a comprehensive assessment, and formulate practical steps to enhance data utilization.
In the first step, we use an assessment sheet developed based on our results supporting companies across the leasing industry so far to visualize the organization’s issues. In the second step, we chart the course the client should follow in terms of where to start and how, by organizing measures to implement, based on the outcomes of the assessment, the client’s vision for where they want to be and trends in the leasing industry, and the matters that need to be prepared to execute those measures.
Through this assessment service, ABeam clarifies where the gaps between its clients’ visions and their realities are great, and where they face bottlenecks, by assessing them in terms of how well they have put in place environments for aggregating and utilizing CX data, and how they are making use of CX data. We evaluate the extent to which clients are managing to acquire data in terms of the types of data companies should gather, and from the perspectives of the leasing lifecycles, business processes and stakeholders involved therein, in line with the characteristics of the leasing business. We thus refine down to the elements that are lacking at clients as their seek to execute operations taking advantage of data.

This service formulates measures based on a quick assessment and leading examples. However, if this cannot be acted upon, it ultimately has no meaning. By not only providing consulting about the establishment of environments for gathering and utilizing data, but also combining a BPO service that does the practical operations of data utilization work, we are also able to simultaneously make proposals for these execution of these measures. ABeam thus offers a one-stop service that not only formulates measures, but also supports you in executing on them, and then support clients all the way through to capturing results in a one-stop manner.