The results

The Freestone Group is a business strategy, sales and operations consultancy that supports scale up businesses and helps them get to the next level. To do this, we focus on bridging the gap between strategy and execution and deliver immediate time to value. 

We leverage decades of business expertise along with a network of deep subject matter experts with real life, in-the-trenches experience to help deliver your strategic priorities.

The following are some examples of our expertise in action.

Transformation and re-branding of CIBC Mortgage Brokerage business.

Business Problem:

  • Regulatory and compliance changes made it difficult for CIBC to operate businesses and channels outside of banking OSFI regulation and under brands other than the core brand

  • Existing mortgage brokerage activities were provincially (vs. federally) regulated and operated outside of the traditional bank network

  • Low cross sell and customer entrenchment numbers (1.1 product/customer vs. 3.1 for retail branch acquired customers)

  • Decision was made to cut losses and shut down mortgage brokerage business

Solution:

  • Close three existing provincially licensed businesses 

  • Open new OSFI regulated CIBC branded mobile mortgage advisor network

  • Create two new brands – CIBC Mobile Mortgage Advisors (for the team and channel), and CIBC Alternate Channels (for the business)

Results:

  • 12 months post launch: 

    • over 350 team members 

    • over $1.5 billion in mortgages (12% of annual origination volume)

    • cross sell rates of 2.2 product/customer

  • 3 years post launch:

    • Over 1,000 national advisors

    • Over $8 billion in mortgages (40% of national mortgage origination volume)

  • Present day: mobile mortgage advisors account for over 60% of mortgage origination volume

Develop and deliver first phase of Haventree Bank digital customer engagement strategy.

Business Problem:

  • Haventree Bank would like to become the most digitally enable alternative mortgage lender in Canada

  • Current outdated customer experience relied heavily on telephone, email client interaction with no self-serve capability – well below industry standard

  • Bank did not have an established program/project management function and IT was focused on management vs. devops

Solution:

  • Phase one: engage senior management, tech leadership and external vendors to develop and deliver new customer portal

  • Portal to enable secure communication with ability to initate self-serve capability for the most frequent customer service requests

  • Establish a program management office and disciplines across multiple departments and lines of business

Results:

  • Successful launch of customer portal with planning for subsequent phases of additional functionality

  • Program management capability and process established for leverage on subsequent initiatives