The COVID-19 crisis was an unprecedented event that hit global societies and economies at breaknecking speed. The economic consequences have been devastating, generating liquidity tensions in many companies and threatening the viability of their businesses and, with it, the ability to repay bank loans. This posed a double-edged challenges for banks: to collaborate in the rescue of local and international business fabrics, while at the same time preventing the deterioration of their own balance sheets.

In this context, a Spanish bank planned to launch a program for the early identification of customers in critical situations and the launch of preventive actions offering solutions adapted to the exceptional situation of each of them.

Our collaboration was structured in 5 lines of action:

• Definition of customer prioritization criteria.


• Creation of diagnostic models for the assessment of their deterioration.


• Conception of the solutions to be offered.


• Design and implementation of a risk management system.


• Monitoring and continuous improvement of management.

One of the main challenges was to ensure that the definition and implementation of the plan was executed quickly and effectively to maximize the effectiveness of preventive portfolio management. To do this, we created and scaled a multidisciplinary task force capable of analyzing and acting quickly on the basis of the most critical clients, in coordination with the network.

The project made it possible to design processes in record time, as well as protocols and the tools necessary for preventive management of customers in critical situations, with management rates rising higher than 95%.