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Case Study

Banco BHD Leon: Unifying customer experience across sales, marketing, and service

  • Transformed to address new regulations and internal challenges
  • Adopted Pega CRM and RPA to create omni-channel, consistent experiences
  • Simplified complex processes that have saved time and reduced costs

“Because Pega has become a key part to most of our processes and because of its capabilities, our program’s slogan became, ‘Pega knows what you need.’”

The Business Issue

Founded in 1972, Banco BHD Leon is the second largest private bank in the Dominican Republic. Like many businesses in its industry, BHD Leon was facing external pressure from competitors like traditional multinational banks, new players like FinTechs, as well as rapidly changing regulations and laws. It also faced the internal challenge of IT obsolescence.

To combat these challenges, the organization needed to transform into an agile organization with a digital strategy aligned to its mission – improving its clients’ world by making good ideas possible through a superior banking experience.

Banco BHD Leon’s vision was to create an omni-channel and consistent ecosystem to know and understand its customers regardless of the avenue of contact.

The Solution

Banco BHD Leon chose Pega’s CRM (marketing, sales, customer service, and onboarding) for its transformation program, but also found that the platform fulfills many additional back-end needs due to Pega’s low-code architecture.

Using Pega, BHD Leon is building an omni-channel and consistent ecosystem that allows the bank to understand and know its customers – regardless of where they are in their journey.

The Results

With Pega, the organization is on its way to meeting customers where they are in their journey. So far, Banco BHD Leon is seeing the following results:

  • Automated manual processes that used to take hours or even days to complete are now executed in minutes
  • Delivered contextual, next-best-action recommendations, leading to better campaign segmentation
  • Simplified complex sales process with poor visibility to enterprise-wide clarity and visualization
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Industry: Financial Services Product Area: Customer Decision Hub Product Area: Customer Service Product Area: Pega Customer Decision Hub Solution Area: Customer Service Solution Area: Enterprise Modernization
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