Transforming
Digital Banking with
Areteans' Expertise
A Call for Business Action
Redefining the Digital Banking Experience
A leading innovation-led digital banking group present in South Africa and the
Philippines, focused on providing affordable banking services, embarked on a
transformative journey to enhance their customer service and transaction
processing capabilities. By operating a branchless banking model through
self-service kiosks and cloud-supported applications, the group aimed to
streamline operations and improve customer engagement.
Empowering Business Excellence with Areteans’ Expertise
Enhanced Customer Service and Transaction Processing with Pega
The digital banking group was facing several challenges. Their existing customer service processes were inadequate for handling customer queries and disputes, and the customer service application was not scalable enough to manage high interaction volumes. Back-office operations were largely manual, which resulted in inefficiencies and delays. There was a lack of data and information exchange with other applications, leading to fragmented processes. Transaction processing was manual and lacked proper audits and controls, raising concerns about accuracy and compliance. The security features were insufficient for Pega upgrades, and deployments and upgrades required downtime, disrupting services. Additionally, there was no reusability of functional and technical architecture across different countries, which hindered consistent and efficient operations.
To address the challenges of managing a growing customer base and increasing t, the digital banking group partnered with Areteans. Leveraging domain expertise in financial accounting and advanced Pega frameworks, Areteans enhanced the client’s existing customer service management process. This collaboration aimed to reduce transaction processing time, improve audit tracking, and ensure seamless document generation for regulatory compliance.
Driving Lasting Transformation with Pega Microjourneys
Innovations with Pega PRPC and Pega CSFS
The deployment of Pega PRPC and Pega Customer Service for Financial Services (CSFS) facilitated several critical enhancements. These included upgrading the existing customer service processes, automating transaction processing, and enabling cloud migration. Areteans addressed the banking group’s challenges associated with manual operations and scalability issues, promoting delivery excellence and operational efficiency.
The project involved enhancing customer service processes, developing a transaction processing and accounting application, and managing the upgrade and cloud migration. The implementation of Pega solutions by Areteans had a significant impact on the digital banking group, significantly enhancing customer service and transaction processing.
Achieving Remarkable Business Outcomes
Significant Business Impact through Pega Implementation
The project yielded remarkable business outcome
Over 17,000 customer calls are serviced monthly by the service center, with customer profile and account details presented in just 3 seconds, saving approximately 5 hours of total service center capacity.
Additionally, over 4,500 customer emails are resolved daily, and 1,000 person-hours are saved annually through automated Anti-Money Laundering (AML) reporting.
Transaction disputes are resolved within 24-48 hours, and over 5,000 transactions are processed monthly in the transaction processing and accounting application.
Furthermore, 1 person-hour is saved daily in processing and reconciling transactions.
The upgrade to the latest Pega version was accomplished with zero downtime, and 80% feature reusability across countries was achieved using architecture and design principles, including CTI integration.
A single environment now hosts applications for multiple countries, achieving reusability and cost reduction.
The business benefits of these enhancements were significant
Automated case
management and
centralized dispute and
service management.
Better SLA
management and an
improved customer
experience.
Reduced turnaround
time (TAT) for
transaction processing
and reconciliation.
Flexible and scalable
cloud migration
Contact us today to begin your transformation journey