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Case Study

Lloyds Banking Group transforms customer service with the cloud

  • Replaced monolithic applications by migrating to cloud
  • Delivered better customer experiences and efficiency savings
  • Increased application speeds for upgrade and change capability

“We worked really well together, and we eventually landed on about 25% of our estate moving across the Pega Cloud, ramping up over a few years.”

Luke Rimmer Senior Change Introduction Manager, Lloyd’s Banking Group: Cloud Migration

The Business Issue

Lloyds Banking Group is the largest financial services organization in the U.K. – with more than 300 years of banking experience, over 30 million customers, and the largest share of the U.K. mortgage market.

The bank manages 49 applications to support a wide variety of customer journey areas such as fraud, credit card inquiries, and disputes. Working across so many separate applications is an outdated and inefficient way to provide the best customer or employee experience. Lloyds needed a better way to improve, scale, and manage customer experience.

The Solution

The bank had the opportunity to regroup all their applications and move away from older monolithic applications by moving to cloud. Lloyds tested different cloud options to determine which one was the best fit for the brand’s business needs. It considered factors such as level of customization, user numbers, and complexity.

Lloyds chose Pega Cloud®, powered by AWS, to consolidate processes, simplify the estate, and improve efficiencies in the operating model. The core platforms teams worked closely with business process owners to define improvement opportunities in areas such as fraud, disputes, financial sanctions, and tax. A key upside was the ability to quickly change and adapt to using a low-code environment.

The Results

Deploying Pega Cloud has created vast improvements for Lloyds, including:

  • Moving approximately 25% of all applications to the cloud
  • Reducing one division’s credit card dispute handling to 30 seconds per case
  • Expanding applications with more end-to-end functionality across the business to over 2,000 business users

A Pega Cloud enabled solution >

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Related Resources

Cloud Source Matters: A Guide to Selecting the Right Cloud.

Pega Consulting Cloud Migration.

Learn more about Lloyds Banking Group’s journey with Pega.

Pega Customer Service

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Défi: Agilité métier Défi: Service client Groupe de produits: Service client Industry: Services financiers
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