At SunTrust, account opening activity occurred in person at the branch. The Internet remained an untapped source of new business for the bank, representing a small fraction of new accounts opened. Without an effective online new business process, SunTrust had to rely on the initiatives at branch offices as well as the manual processes around them to close new business. This time consuming process impacted funding rates and the customer experience.

SunTrust partnered with Pegasystems to create a new Sales Application Center (SAC) using Pegasystems’ SmartBPM technology and solution frameworks to transform the online account opening process into a strong growth engine for the company, creating a servicing backbone and agile platform that delivers enhanced customer experience with higher rates of automation and increased operational efficiency.