FICO® TRIAD® Customer Manager, powered by IBM Z

About

FICO pioneered adaptive decision management over 30 years ago. Since that time, FICO® TRIAD® Customer Manager has propelled customer relationship growth and profitability through automated decisioning powered by predictive analytics. Banks, auto lenders, retailers, and telecommunications providers around the globe have long leveraged TRIAD Customer Manager to author and deploy advanced decisioning capabilities that balance risk, revenue, and costs while catering to ever-expanding customer expectations and preferences. TRIAD introduced a level of business agility not previously possible as IT-intensive functions were replaced by a business user friendly rules authoring environment that allowed rapid response to business needs and quickly became the leading customer management decisioning solution for financial services around the globe.

Today’s consumers demand hyper-personalized experiences.  The ability to provide these highly individualized, contextually relevant, and event-driven customer experiences is increasingly separating the market winners from losers.  This requires a high-fidelity view of each customer requiring the synthesis of a multitude of data from traditional and alternative sources into actionable insights used to drive desired outcomes. Intuitively, siloed lifecycle segment customer views must shift to a singular and comprehensive, or 360-degree, view across all lifecycle touchpoints and relationships.  These imperatives are the catalysts that are driving many businesses to FICO Platform with its open architecture and integrated set of composable capabilities that span the applied intelligence value chain, and also FICO Strategy Director with its extensible data model and variable library coupled with unconstrained segmentation for business rules.

The transition from deeply integrated on-premises decisioning solutions like TRIAD Customer Manager to FICO Platform cannot happen overnight, of course.  For many organizations that have initiated their Platform journey as well as for many others who are just beginning to explore the capabilities and benefits of FICO Platform, TRIAD Customer Manager remains a critical and stable business solution powering hundreds of millions of decisions every month in the context of customer collections, limit and exposure management, transaction authorizations, pricing, marketing, renewal, and more.  With nearly 200 global TRIAD users including many of the world’s largest financial institutions, FICO continues product development investment focused on updates to required third-party components for extended viability and supportability, along with continual enhancements to address identified security vulnerabilities.

TRIAD Customer Manager consists of a web-based user interface for business rules authoring, and production component referred to as the TRIAD Execution Facility (TEF).  Most users of TRIAD deploy the production side component (TEF) via host IBM mainframe technology. As such, FICO works to ensure operability on supported IBM software, specifically IBM Enterprise COBOL for z/OS and IBM AIX.  These endeavors ensure continuity of customer management decisioning for users, including:

• A global card processor with over 50 subscriber banks using TRIAD across North America and EMEA regions who collectively serve an estimated 120 million end consumer and business credit card customers.
• A top 5 Canadian bank using TRIAD for customer management decisions for over 12 million personal loans and personal lines of credit.
• A top global financial institution using TRIAD in Korea for collections decisioning on over 2 million customers.
• A top 5 U.S. bank using TRIAD for customer management on a credit card portfolio with over $40B in receivables.

FICO’s next market release of TRIAD – version 9.2.2 – has a planned availability date of Q2 2024.  Users can expect further updates to third-party components, such as IBM Enterprise COBOL 6.4, support of IBM WebSphere Liberty, Java 17, and more along with additional security fixes.