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Case Study

Banco Santander Brasil: Delivering exceptional client service, fast

  • Transformed client services with automation to serve more customers, faster

  • Built new end-to-end operations model to seamlessly connect front and back office

  • Deploys updates faster with rapid app delivery

“The most important part of our transformation is making sure that we can keep growing and keep improving our digital relationship with the clients.”

The Business Issue

Outpacing average market growth for financial institutions, Banco Santander Brasil needed to scale quickly and efficiently to serve its many clients. More than 70% of all transactions in the bank are digital, and occur on 11 different channels, challenging the company to focus on empowering its client services delivery model to do more, at record speed.

Banco Santander needed to improve and expand its service operations, all while reducing errors to preserve its most important assets—its client relationships.

The Solution

On the Pega Platform, Banco Santander built a new operating model, with client experience at its heart.

Focused on the areas of excellence, scalability, and control, the bank enabled faster, more reliable service delivery, to its growing client base. With Pega’s low-code platform, the bank automated back office processes across all seven of its business units, using visual models to build an end-to-end vision unified with front-end services. A wrap and renew approach—incorporating an API layer between its new model and legacy systems—preserved and enhanced core systems and data.

Pega’s rapid delivery development environment now allows the bank to retain its market-leading position by pushing updates weekly as it continues to scale and serve more clients.

The Results

With the Pega Platform, the Banco Santander Brasil:

  • Reduced time to deliver mortgages to 7 days
  • Increased Net Promoter Score
  • Pushes weekly development updates
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Industry: Financial Services Product Area: Pega Platform Product Area: Platform Solution Area: Customer Service Solution Area: Enterprise Modernization Solution Area: Operational Excellence
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