The Client
The client is one of the leading banking groups in United Kingdom dealing in retail and commercial line of businesses. The client was formerly under the Australia-based banking group, NAGE, and was later demerged as CYBG (Clydesdale and Yorkshire banking group).
Business Challenge
Below are a few key challenges faced by the client:
- The customer was using manual process for customer onboarding process which was not scalable and flexible.
- Customer dissatisfaction and loss of business
- Various third-party systems were involved in the present business process.
- The client aimed to maintain customer experience, user friendliness and confidence
- They also wanted to reduce the risk to customers and banks in the online process
Coforge Solution
- Coforge delivered a unified automated process and an orchestration system that allowed customers and banking professionals to use the banking processes more efficiently.
- Our applications were aimed at improving overall customers banking experience by automating day-to-day banking process and to provide an opportunity for customer onboarding and to operate all the banking activities (Digital Growth) using mobile or any other internet connected device at ease
- The solution followed an objective to create a reusable framework (via API enablement) which could be eventually extended to various other business units and transformed into a corporate solution.
Results
- Less than 0.4 percentage errors
- 7500 applications processed (5500 online and 2000 non-web channel cases) in complete real time from Pega
- Enablement of digital signature functionality
- Pega application now interacts with 8-10 systems via 5 unique integration points.
- Omni channel process
- Better visibility on the processes and handling
- Improvement in employees' productivity and customer satisfaction.
