ASN Bank transformed its customer service by providing advisors with a unified desktop, streamlining processes, and replacing costly legacy applications
ASN Bank, formerly De Volksbank, a prominent financial services provider in the Netherlands, operates as a multibrand bank with over three million clients spread across four brands (SNS, BLG Wonen, ASN, Regiobank).
Each brand employs teams of customer service advisers responsible for handling various processes, including opening new accounts and assisting clients in managing their debit card journeys.
Pega’s customer service application was selected to equip advisors with a unified desktop interface, enabling them to efficiently manage client interactions.
250
distribution partners
1000
advisors
300
branches
4
brands supported with unified processes built in customer service
93%
average CES scores across all new processes
4
channels exposed to 10 different processes
The CHALLENGE
Multiple Applications
Advisors were using multiple applications across several screens for each individual client call. Many of these applications had non-compliant high-cost legacy architecture or the cost of maintenance was significantly increased through knowledge attrition. Due to the highly manual process of navigating these multiple applications the bank was also exposed to a high risk of human error.
ASN Bank aims to offer its customers an omni-channel solution that facilitates a smooth transition from self-service to advisor assistance. This seamless experience is intended to be consistent across all brands and accessible both internally for advisors and through distribution partners.
Key Requirements
THE CHALLENGE
Key Challenge Areas
OUR SOLUTION
Establishing a Solution
Our solution was to define a target operating model and component-based architecture that could set the foundation for building multiple journeys that could be exposed via any channel.
This started with defining a generic case type to support all debit card processes. This approach enabled us to deliver each debit card process within one or two sprints, focusing solely on the specific stages that required customization. An excellent example of this is the implementation of the “block debit card” and “unblock debit card” functionalities. By adopting this generic framework, we optimized development efforts and expedited the delivery of these essential processes.
Using this generic approach, we developed the first process (block debit card). This decision was driven by the bank’s prioritization of phasing out their legacy self-service applications. By implementing this change first, the bank aimed to maximize customer benefits and increase customer satisfaction. Following the successful implementation of the initial process, we replicated and adapted it to replace all existing processes. This comprehensive transition spanned a four-month period. All processes were developed in a unified case type and made accessible to each brand, starting with their mobile app and then retail website.
DELIVERY
A Phased Approach
WORKING TOGETHER TO FIND A SOLUTION
Identifying the challenge
Initial considerations
Delivered results
Results achieved
Real results delivered
4
brands supported with unified processes built in customer service
93%
average CES scores across all new processes
4
channels exposed to 10 different processes
- Improvement in customer satisfaction scores (CES), with all over 90% for new processes built
- Clear vision of client real-time data – one screen for agent desktops providing a true 360 view of customer information and thus a reduction in ticket-handling time
- Simple replicable, scalable architecture – huge reduction in maintenance cost
- Greatly improved employee retention and job satisfaction
Rapidly adapt to market changes and regulatory measures
By unifying the processes, geographical changes to due diligence and regulatory measures can be made centrally. This reduces the number of manual processes across each brand and guarantees that each brand is up to date with any changes, staying in line with customer due diligence. It also massively reduces the risk of data siloing and fractured data.
Ensure reuse and KYC streamlined
Our solution guarantees the re=use of customer data, to avoid fragmented data or siloing. Using a whats required, when required’ approach guarantees the streamlining of KYC and keeping up with due diligence requirements.
