How A Global Bank Underwent Transformation

Business Goals

  • Integrate legacy applications, including mainframe, Windows and Web applications
  • Streamline business processes for bank employees without modifying application code
  • Reduce and simplify training for new account managers


  • Reduced error rate 29.7% to 2%
  • Cut processing time 78%
  • Doubled accounts processed
  • Cut average handle time 28% for policy verification

We quickly understood the fact that we had no access to our source systems, the large-scale banking applications needed to complete customer transactions in a seamless one-and-done process, but we had no direct control over how to enhance those systems 

Senior Vice-President, Corporate Technology, Multinational Bank

Challenge and vision

Automate manual tasks to improve customer service.  

This banking service center faced the typical process bottlenecks that plague the retail banking industry.  Cumbersome manual business processes required bank employees to toggle through multiple screens across a range of legacy applications.  This inhibited the bank from delivering exceptional customer service.  The organization realized that by integrating multiple legacy applications including mainframe, Windows, and Web applications, it could improve efficiency and streamline business processes.  It wanted to accomplish this without modifying existing application code so that it could reduce and simplify the training required for new account managers.

How Square BPM Helped

Quickly achieved cost and time savings across branch processes.

The bank used Pega Robotic Automation to build a prototype solution, which included six automations, in approximately three weeks.  After a two-week training period, two of the bank’s developers took over the project.  The initial projects focused on loan credit verification processes, account signup, account maintenance, and upselling processes for checking, savings, and other investment products.  The new functionality spans three business areas: the back office, bank branch, and contact center.  By streamlining legacy applications without modifying source code, the organization saved both time and money.


Smoother processes frees bank to focus on higher value projects.

Branch operations have dramatically reduced sign-on time from 78 seconds to just 45 seconds per person, and merged four legacy applications into a single view.  In the contact center, Pega Robotic Automation was used to integrate legacy applications, automatically update account information between screens, and prompt for policy compliance.  The result: Average handling time was reduced by 120 seconds (28%) per agent per call, and error rates fell from 29.7% to 2%.  In the back office, Pega Robotic Automation streamlined several key processes, cutting processing times by 78% and doubling the number of accounts processed.  This reduced the amount of staff needed to complete credit verification and other manual processes, allowing the organization to re-focus staff on other projects.  No new investment was needed for upgrading legacy applications, and the team is now exploring a number of new opportunities for productivity and savings using Pega Robotic Automation.

This service center of a global full-service bank processes checking accounts, loan applications, credit card accounts, and other financial investment offers.  The bank has a presence in more than 100 countries, and the service center is considered an innovation leader in the nation’s banking community