Customer Success: OCBC Bank
Building Lasting Relationships with a Superior Customer Experience
For more information on how Pega technology has transformed the customer and staff experience, please click here.
The Business Issue
Headquartered in Singapore with a global network of 500 branches, OCBC is ranked by Bloomberg as the world’s strongest bank. With it laser focus on meeting the needs of each customer, the bank was determined to enhance the account opening experience. This required streamlining the 150 tasks that were impediments to creating a real connection with the customer during this crucial first interaction.
Powered by Pegasystems, the bank’s Relationship Opening Made Easy (ROME) solution has transformed the account opening experience. The solution automates the entire process so that staff members now focus their attention on understanding the customer’s needs rather than filling out forms. Key to the project’s success is Pega’s unsurpassed agility and responsiveness, which enabled OCBC to rapidly build and trial each part of the process. By bringing both staff and customers into the development process, the bank continuously refined and improved the solution. The account opening initiative has had a dramatic impact as both employees and customers love the personalized experience and increased transparency the bank now delivers.