Case Study

CYBG revolutionises customer onboarding processes

“CYBG has delivered dramatic operational efficiency and customer experience outcomes with Pega and Accenture. As an example, account opening journeys for one product have been reduced from 15 days to 15 minutes.”

The Business Issue

CYBG, owner of Clydesdale and Yorkshire Bank, had recently split from their former owner, National Australia Bank, to create one of the UK’s largest challenger banks.

To capitalise on the opportunity that this presented, CYBG needed to both revolutionise the way that customers interacted with the bank and reduce the time that staff spent on manual, non-value-add activities.

Account opening and onboarding processes typically took between seven to fifteen days to complete, with prospective customers required to provide multiple pieces of information, and often visit a branch of Clydesdale Bank or Yorkshire Bank. These journeys needed to become streamlined and intuitive to allow CYBG to maximise customer conversion rates and release staff to focus on higher-value work.

The Solution

CYBG selected Accenture as their Pega implementation partner to transform the bank’s account opening processes across a number of products including credit cards, loans, business accounts, and savings.

Using case management on the Pega Platform, reusable components were developed in areas such as customer data capture, identity verification, and product offer. These common building blocks were then deployed across the account opening processes for multiple products, allowing journeys to be customised and delivered within a single two-week sprint.

Using a rapid delivery methodology, enabled by Pega’s agility tools, CYBG was able to quickly implement automated and engaging account opening journeys for multiple products, that worked across all CYBG channels – web, branch, phone, and mobile app.

The Results

  • Reduced account opening time from over 15 days to 15 minutes
  • Implemented working applications via single two-week sprints
  • Completed the end-to-end account opening journey by customers via digital channels, with no requirement to visit a Clydesdale or Yorkshire Bank branch

Related Resources

  • Forge lasting customer relationships and accelerate digital transformation. Explore Pega solutions for financial services.

  • Roll out new products, regions, or channels without copying or rewriting your application. See why it’s a piece of cake.

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Tags

  • Industry: Financial Services
  • Product Area: Customer Service
  • Product Area: Platform
  • Challenge: Client Onboarding
  • Challenge: Operational Excellence