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Lloyds Banking Group transforms with speed and agility

Becoming a champion of adaptability is no easy feat. See how they did it.

Lloyds Banking Group
Lloyds Banking Group is continually reimagining its systems and processes to deliver faster, safer, and simpler service to its 30 million customers across the U.K. With more than 320 years of service under its belt, the bank is facing the future better prepared than ever. The bank chose the Pega PlatformTM to support 32,000 users across the organization and has used Pega Cloud® to consolidate processes, simplify the estate, and improve efficiencies in the operating model. See how Lloyds is preparing for the future by:

Streamlining fraud and disputes

Lloyds Banking Group used Pega to automate key processes in its fraud and dispute (F&D) area to help deliver the most valuable customer experience.

Using Pega, the bank implemented an automated process for capturing cases and created an intuitive user interface for agents. This drastically improved ease of use and significantly reduced time spent on case creation.

Now, users can resolve 95% of post-status fraud cases without any manual intervention from the back-office team.

"Customers are able to self-serve now … funds are being returned to that customer's account within minutes, rather than days. They're actually getting the money back into their account before they've even logged out of the app.”

Modernizing processes with Pega Cloud

Lloyds chose Pega Cloud to consolidate business processes, simplify its estate, and improve efficiencies in the operating model.

With Pega’s low-code delivery capabilities, Lloyds Banking Group can ensure faster development time and accelerate time to market. Migrating key applications to Pega Cloud also reduced the total cost of ownership for the bank and simplified its application portfolio, driving cost savings across the business.

Stats at-a-glance

8 applications now hosted on Pega Cloud

3,000+ users

90+ integrations

Improving employee satisfaction with a powerfully simple UX

Lloyds Banking Group embarked on a journey to build a comprehensive UX that would make life easier for its agents.

The UX transformation of Lloyds Banking Group resulted in a 50% reduction in the number of clicks and screens required to complete agents’ workflows within its retail banking division. Users are now able to resolve cases while still on the phone with the customer, boosting customer satisfaction as well.

In addition, improved user experience and Pega automation mean 95% of post-status fraud cases are now resolved without the need for manual intervention by the back-office team.

“From a colleague perspective, the overall user experience has significantly improved. There's been a massive reduction in number of clicks and the intuitive UI now means that the screen flow is much better. That leads to a significantly reduced case creation time.”

Current wins and what’s next for Lloyds Banking Group

The bank's multi-year digital transformation journey has proved increasingly vital to personalizing the customer experience and delivering the best possible service at scale.

Lloyds Banking Group is using Pega to manage 50 applications across four banking directorates – retail, insurance, commercial, and enterprise. These applications support 32,000 users and process roughly 40 to 50 million cases per year.

The intelligent automation and cloud migration the bank has undergone have enabled it to step into a new, digital future with confidence. Lloyds Banking Group will continue to provide the best digital experiences to its 30 million customers and counting.

Key Accomplishments:

• 32,000+ users

• 40M+ cases processed per year

• 8 applications now hosted on Pega Cloud

• Increased speed of change by 25%

• Upgrade process reduced from months to hours

• 90+ integrations

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