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Case Study

Erste Group digitizes client onboarding in six months

  • Improved customer and employee experience and ensured regulatory compliance
  • Implemented Pega CLM for onboarding and KYC in six months
  • Reduced onboarding time by 60%

“Our ambition was to digitize all back-office processes from onboarding to offboarding, regardless of the channels, using the Pega CLM framework.”

The Business Issue

Erste Group operates in more than seven countries in Central and Eastern Europe in the retail and corporate banking spheres. Its more than 2,000 branches serve over 16 million customers.

One of the bank’s strategic priorities has been digitizing the back office – with the aim of developing a fully end-to-end digital customer experience while also being fully compliant.

The organization hopes to address ongoing customer issues, such as processes being overly complex or taking too long to complete. In addition, Erste Group needs to address inefficiencies driven by complex collaboration structures and manual processing of internal and external data.

The Solution

Erste Group’s digital journey began with the implementation of Pega Client Lifecycle Management (CLM) for corporate onboarding and Know Your Customer (KYC) review processes, launching a minimum loveable product (MLP) in just six months. After introducing the MLP to four entities in Austria, the organization is preparing to roll out the solution to its other countries of operation.

Erste Group is now scaling up the solution to different business lines, including lending, securities, investigation, and reconciliation.

The Results

By implementing Pega CLM, Erste Group was able to:

  • Reduce onboarding processing time by 60%
  • Automate more than 50 compliance checkpoints
  • Integrate more than 10 internal and external systems

Related Resources

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Area prodotto: Onboarding Industry: Servizi finanziari Sfida: Acquisizione e onboarding
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