Lloyds Banking Group transforms with speed and agility

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

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.”