The Challenge

Overcoming operational barriers in digital banking.

A leading innovation-led digital banking group operating in South Africa and the Philippines embarked on a transformative journey to enhance customer service and transaction processing capabilities. The group faced challenges with handling high volumes of customer interactions, manual back-office operations, fragmented data exchange, and ensuring compliance and security during system upgrades. Additionally, the lack of scalable and reusable architecture across different countries hindered consistent and efficient operations, prompting the need for a streamlined, cloud-supported approach.

The Solution

Enhancing customer service through automation and cloud integration.

To overcome the operational challenges, the digital banking group partnered with Credera, leveraging its expertise in financial accounting and advanced Pega frameworks. This collaboration focused on enhancing customer service management, automating transaction processing, and facilitating cloud migration. The deployment of Pega PRPC and Pega Customer Service for Financial Services (CSFS) upgraded customer service processes, improved audit tracking, and ensured seamless document generation for regulatory compliance, thereby promoting delivery excellence and operational efficiency.

The Results

Enhanced transaction processing and customer support.

The project delivered significant business outcomes, including servicing over 17,000 customer calls monthly with rapid access to customer profiles, saving approximately 5 hours of service center capacity. Additionally, over 4,500 customer emails are resolved daily, with 1,000 person-hours saved annually through automated AML reporting. Transaction disputes are now resolved within 24-48 hours, with over 5,000 transactions processed monthly, and daily reconciliation time has been reduced by 1 person-hour.

The upgrade to the latest Pega version was completed with zero downtime, achieving 80% feature reusability across countries, and enabling a single environment to host applications for multiple countries, resulting in cost reduction and enhanced reusability.