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Case Study

Scotiabank increases reuse of Pega applications

  • Modernization with Pega Platform across countries
  • Formed two committees to better align business processes and technology reuse
  • Significant increase of reuse in contact center solution across markets

“We modernized our platform on the public cloud, and that journey continues. We're evolving the architecture with Pega. Our highest profile application is in customer service where we've removed green screens from thousands of agent desktops internationally. ”

The Business Issue

Scotiabank is the third-largest Canadian bank by loans and bills itself as a leading bank in the Americas and the only universal bank with a full presence in Canada, the US, and all four Pacific Alliance countries of Mexico, Peru, Chile, and Colombia.

As of 2021, Scotiabank is over five years into a digital transformation journey with Pega technology. The organization has 75 BPM case management applications across seven lines of business. 

While modernization within the Canadian business was relatively fast, Scotiabank saw slower than expected adoption in its international banks and only partial reuse as solutions were rolled out to new areas.

Upon closer inspection of the issue, the bank found that reusable components weren't fully aligned to the global business needs.

Scotiabank needed a business capability model that could be used by product owners to drive the convergence of technology and business processes to enterprise standards.

The Solution

In order to align business processes and technology, Scotia formed two new communities: 

  • The global business process steering committee is charged with identifying truly reusable processes for adoption across the bank.
  • The Global CIO Forum brings country IT leadership together with enterprise architects and Pega executive sponsors to set architectural direction and drive IT standards and governance. 

In addition, Scotiabank launched the Pega design authority to develop and sustain the enterprise Pega roadmap that will keep project IT in alignment with strategic direction from the business.

The Results

With their new solution in Pega, Scotiabank has already:

  • Measured close to 70% reuse in contact center solution across three countries. 
  • Compiled a library of accessible UI componentry; 150 business processes are case types across the bank. 

Scotiabank has set the stage to bring additional key global operations processes to the international bank over the following months.

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Industry: Financial Services Product Area: Customer Service Solution Area: Customer Service
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