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Case Study

ING achieves global KYC process with Pega Client Lifecycle Management

  • Created one standard, global Know Your Customer platform across 38 countries
  • 91.5% fully automated case completion with straight through processing
  • Supporting 2,400 internal ING users and 38 million customers

“We've harmonized our KYC processes for ING. We've made it a consistent process that is available for reuse through all our countries, all our segments. We've set a global standard.”

The Business Issue

ING serves more than 38 million customers across various segments, ranging from mass retail to complex wholesale banking. With the purpose of empowering people to stay a step ahead in life and business, ING is committed to providing a superior customer experience and doing business sustainably.

Being that ING operates in 38 countries, the Know Your Customer (KYC) process is vital for it to understand its customers, assess risks, and prevent financial crimes, such as money laundering and financing illegal activities like terrorism and human trafficking.

However, the bank was fragmented across regions, clients, and business lines. It lacked a consistent risk view of clients across the bank, which led to non-compliance and regulatory penalties. To address these challenges, ING initiated a KYC transformation program that aimed to create one global, standard onboarding and KYC process.

The Solution

Using Pega, ING implemented one global platform capable of orchestrating all relevant KYC processes, across onboarding, periodic and event-driven reviews, and offboarding. ING utilized Pega’s CLM-KYC application and workflow capabilities, which were already standard practice within the organization, to enable the construction of a unified workflow application for KYC processes. Pega's robust traceability features address regulatory requirements and ensure comprehensive tracking of activities within the KYC lifecycle, while Pega CLM provides ready-to-use policies for regulatory compliance, including FATCA (Foreign Account Tax Compliance Act) and CRS (Common Reporting Standard), minimizing the effort required for policy implementation.

With a workforce of more than 2,000 employees dedicated to KYC, ING needed to deliver its solution within a strict three-year timeframe to meet regulatory demands. The company deployed ten build squads distributed across multiple countries and aligned its project support teams to implement the solution while decommissioning local tools.

ING’s initial MLP was live within six months across two customer segments in two countries. Now, its global platform comprises 38 million customers across all segments in 38 countries. The bank invested in a robust quality framework to ensure that its application maintains high standards, including comprehensive test frameworks, automated testing, performance testing, and release management.

The Results

By moving from localized solutions to a unified global approach, ING has achieved a harmonized and consistent KYC process with one global standard. ING successfully implemented the program, resulting in reduced onboarding time, streamlined operations, and improved risk management — all with the support of agile methodologies, a balanced team structure, and strong C-level commitment.

Results at-a-glance:

  • One million cases processed per quarter, expected to grow to two million cases per quarter by the end of fiscal year 2023
  • 2.7 million clients already reviewed, with a projected total of seven million reviewed by the end of fiscal year 2023
  • 91.5% fully automated case completion with straight through processing
  • Supporting 2,400 internal ING users and 38 million customers
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Pega Onboarding and KYC

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Industry: Financial Services Product Area: Onboarding Solution Area: Operational Excellence
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