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Case Study

Rabobank redefines customer experience with low-code development and AI

  • €3M+ annual savings in development cost
  • 2X faster speed to market by leveraging reusable components
  • 16,000 dev hours saved by reusing processes

"One of the business outcomes is also speed. With the components in that layer cake approach, if you have the first couple of layers already set up for a squad and you just need to focus on connecting all of the components or mixing and matching what you want and create your workflow on top of that – that really creates speed."

The Business Issue

With a customer base of more than nine million, including a significant focus on the food and dairy sector, Rabobank is on a mission to grow a better world together.

But to continue serving its customers in a rapidly changing world, Rabobank needed to enhance process efficiency and build agility into its operations. To realize this mission, the bank set out to modernize its enterprise architecture and embrace a simpler approach to development. Its goal was to break away from monolithic legacy systems, adopt low-code development, and leverage cutting-edge technologies like AI and autonomous workflows.

However, Rabobank's existing landscape consisted of various monolithic applications with complex integrations. These legacy systems hindered agility and created obstacles in providing seamless customer experiences. To address these challenges and achieve its vision of process efficiency, Rabobank needed to implement a strategic, holistic solution.

The Solution

Rabobank turned to the Pega Platform™ and Pega Cloud® to drive its transformation. The bank's approach was rooted in the principles of modern enterprise reuse, emphasizing the creation of reusable building blocks within the Pega Dev Studio and assembling these blocks into workflow applications using Pega App Studio. This approach aligned with Rabobank's objective of breaking down monolithic layers and frameworks to enable agile application development.

One of the key components of Rabobank's strategy was the use of AI within Pega to create intelligent workflows. These workflows autonomously manage certain tasks and decisions, freeing up employees to focus on higher-value activities. The incorporation of AI facilitated the rapid creation of optimized workflows based on business objectives and data insights.

By organizing its teams into autonomous squads, Rabobank ensured end-to-end ownership of customer journeys and processes. This autonomous structure promoted collaboration, innovation, and the ability to make fast-paced decisions. The implementation of a comprehensive guild structure further facilitated collaboration and quality assurance across different domains, promoting a culture of continuous improvement.

The Results

The transformation of Rabobank's operations through the Pega Platform and Pega Cloud yielded remarkable results, including:

  • €3M+ annual savings in development cost
  • 2X faster speed to market by leveraging reusable components
  • 16,000 development hours saved through the reuse of processes and modular building blocks

By leveraging the same building blocks across authoring experiences and applications, Rabobank ensured interoperability, meaning the bank can seamlessly update individual building blocks without impacting overall applications. Rabobank can control behavior without refactoring or rewriting business logic. Its modular nature allows the bank to avoid monolithic applications that are too large to maintain or upgrade. Plus, a Pega Center of Excellence helps design, deploy, maintain, and monitor the use of reusable building blocks.

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