Modernized banking platforms enhance security for millions of customers
Overview
In today’s digital-first world, customers expect personalized, secure, and seamless banking experiences no matter where they are. For one of the world's largest financial institutions, serving over 38 million customers across 40+ countries, fragmented systems and inconsistent digital experiences were holding them back.
To meet rising expectations, the bank partnered with us to transform their digital foundation through a comprehensive platform strategy powered by Total Experience.
The result was not just an upgraded digital presence it was a redefinition of how the bank delivers value, blending security, personalization and global scale.
The Challenge
The bank faced significant challenges standing in the way of modern banking excellence:
- Siloed customer experiences: Disconnected channels and processes created fragmented customer journeys that didn't align with how customers actually bank
- Rising operational costs: Traditional co-located operating models were becoming increasingly expensive to maintain while limiting innovation capacity
- Inconsistent digital adoption: Varying technology maturity across markets created uneven customer experiences and limited the ability to scale solutions
- Innovation constraints: Complex legacy technical environments and compliance requirements made rapid experimentation difficult
- Diverse global requirements: Serving customers across 40+ countries demanded flexible solutions that could adapt to local needs while maintaining consistency
The bank needed a transformative approach that would enable it to deliver exceptional customer experiences while improving operational efficiency and accelerating innovation at global scale.
The Solution
We collaborated with the bank to design and implement a comprehensive digital transformation leveraging HCLTech FENIX and product-aligned operating model. The solution delivered:
- Next-gen KYC platform: Streamlined customer onboarding and verification processes across markets, enhancing security while reducing friction in the customer journey
- Business process orchestration: Created a flexible orchestration platform enabling instantaneous provisioning and self-service capabilities that dramatically improved operational responsiveness
- Global customer insights: Implemented a global data lake platform with component-driven architecture to generate actionable customer insights that enabled more personalized services
- Seamless channel experiences: Modernized contact centers and optimized digital channels through DevOps transformation, enabling consistent customer interactions across touchpoints
- Digital SME lending platform: Accelerated access to financing for small businesses through automated workflows
This approach aligned business goals with technology execution breaking silos and empowering teams to innovate faster.
The Impact
Adopting a product-aligned operating model delivered meaningful, measurable improvements across the bank’s global operations:
- 70% reduction in fraud loss rate: Enhanced KYC capabilities dramatically improved security while streamlining verification processes for customers
- #1 NPS across 6-7 European countries with customer satisfaction driven by improved digital engagement
- Continuous delivery practices enabled multiple deployments for critical services, allowing the bank to rapidly respond to customer needs
- Faster SME lending decisions with streamlined, automated processes
- Improved personalization, delivering more relevant advice and tailored offerings for customers worldwide
Beyond the Numbers
This transformation fundamentally changed how customers experience banking across the institution's global footprint. Customers now enjoy consistent experiences whether they're opening accounts, seeking lending or managing investments with each interaction informed by a comprehensive understanding of their relationship with the bank.
Small business owners particularly benefit from the transformed lending platform, gaining faster access to capital with less paperwork and uncertainty. The enhanced digital capabilities also empower customers with greater self-service options while ensuring human assistance remains available when needed through optimized contact centers.
Celebrating Success
Our partnership with this global banking leader exemplifies how Total Experience enables organizations to go beyond traditional digital transformation delivering experiences that are not only personalized and secure, but also increasingly self-driven and adaptive.
As the bank advances within an increasingly autonomous and digitally fluid financial ecosystem, its modernized platforms now provide the foundation for continuous innovation. By embracing autonomy-first principles, the institution can proactively respond to emerging customer needs, while upholding the trust and security expected from a leading financial partner.
