OCBC reorients conversations to customer goals
Prioritized customer relationships by focusing on goals-based conversations instead of transactions
Implemented a complete omni-channel experience
Integrated 50+ legacy interfaces, providing customers the opportunity to seamlessly start/stop transactions on any channel
“We focused on the quality of the conversation and less about the speed. It so happened that we also increased the speed of the entire end-to-end journey.”
The Business Issue
OCBC seeks to continually improve its processes. The bank is committed to creating the best customer experiences – fully digitalizing its processes, driving end-to-end automation to reduce costs, and using data to better understand its customers.
The latest step on its digital transformation journey is the Goal Based Advisory system, a wealth management tool based on an individual’s unique goals. By focusing on goals, rather than transactions, OCBC hopes to foster longer-term customer relationships.
OCBC turned to Pega to create a complete omni-channel experience for Goals Based Advisory. The system will allow customers to declare their financial goals, and OCBC can then determine the right portfolio or set of products to recommend.
Pega’s flexible architecture and scalability help OCBC deliver quickly and provide seamless, real-time customer experiences, even when interfacing with up to 50 legacy systems.
- Implemented complete omni-channel wealth advisory system
- Shifted focus of customer interactions from financial transactions to life goals
- Achieved real-time customer service, seamlessly integrating 50+ legacy interfaces, 300+ online interfaces, 4000+ data fields
Industry: Financial Services
Product Area: Customer Service
Challenge: Customer Loyalty
Challenge: Customer Service