Shawbrook Bank enhanced its customer experience for ISA journeys by deploying a unified agent desktop, consolidating data from multiple systems
Due to the release of a new savings product, Shawbrook recognized the importance of creating an exceptional customer experience. Its primary objective was to create a savings product that delivers such delight and ease that customers no longer felt the need to chase the latest rate. This encompassed streamlining the onboarding process, facilitating seamless fund transfers between accounts, and establishing self-service alternatives that empowered clients to independently manage their finances, while still having the backing of Shawbrook whenever assistance was required.
30%
reduction in manual tasks
25%
reduction in outsourced CSRs
80%
of tasks performed in Pega
The CHALLENGE
Fragmented Infrastructure
Shawbrook Bank was struggling with a highly complex combination of vendor-provided, Shawbrook-developed, and external technologies, all scattered across a fragmented infrastructure. The legacy architecture operated as monolithic entities, customized for Shawbrook over time, resulting in challenges when trying to implement customer journey changes, which often proved to be both difficult and costly.
To maintain operations, the architecture relied on 41 web and application servers, capable of supporting only 1800 concurrent users. This limitation posed testing and release difficulties and raised concerns about future scalability. Furthermore, the bespoke ‘Workflow’ service, designed to bridge these systems, fell short in process automation and stability, severely affecting the colleague experience.
Integration patterns were disorganized and scattered throughout the architecture, compounding testing, operations, and development challenges. Due to workflow dependencies, Shawbrook was unable to fully leverage all the core functionality of its core banking platform, resulting in missed opportunities for enhanced performance.
These multifaceted challenges called for a comprehensive and strategic overhaul of the bank’s technological landscape to ensure seamless operations, scalability, and a truly remarkable colleague and customer experience.
Key Requirements
A DYNAMIC APPROACH
Establishing a Solution
In close collaboration with the Shawbrook team, labb’s focus was to enhance the customer experience by developing an agent desktop for customer service representatives (CSRs). Notably, 80% of all tasks executed by the CSRs have now been seamlessly integrated into Pega, marking a significant milestone in creating a unified customer account view that consolidates data from various sources. This innovative approach provides a comprehensive overview of clients and their interactions with the bank, enabling a more personalized and efficient service.
From one system, a CSR can now modify customer information, facilitate fund transfers, handle ISAs upon maturity, promptly address customer messages, and review pending account tasks. Such empowered interactions ensure efficient and comprehensive assistance, while data-driven insights prompt specific interactions at different points in the client lifecycle. Through automation, we reduced the number of manual tasks performed by customer service representatives by up to 30%.
Additionally, we developed an automated secure message response system. By optimizing internal escalation, refining query categorization, and deploying pre-defined responses for standard questions, we minimized the need for customers to contact a CSR and streamlined operations. This automation guarantees an efficient and secure messaging experience for customers, freeing up valuable resources to focus on delivering personalized and exceptional service. Shawbrook’s customer-centric approach sets new standards in support and elevates overall efficiency to unprecedented levels.
The implementation of the system has increased the conversion of clients from application through to completion to 90%, up from 60%. By simplifying and streamlining processes, we have reduced the workload to be performed, representing a 25% reduction in requirement for outsourced CSRs.
WORKING TOGETHER TO FIND A SOLUTION
Identifying the challenge
Initial considerations
Delivered results
DELIVERY
A phased approach
Proven methodologies, enterprise-grade delivery, and ongoing partnership. Turpis mollis molestie libero duis. Sociis enim et pretium mus iaculis ac augue diam et. Enim aenean adipiscing elementum auctor faucibus non.
Results achieved
Real results delivered
30%
reduction in manual tasks
25%
reduction in outsourced CSRs
80%
of tasks performed in Pega
Integration
Successful integration of both Microsoft Teams and Outlook enabling an automated end to end booking process. Users can select available time slots, send meeting invitations, and receive automatic confirmations, all within their preferred Microsoft applications. This reduces manual effort, minimizes errors, and saves time for both the users and the service providers.
Customer Satisfaction
The Net Promoter Score (NPS) for appointments booked experienced a significant improvement, increasing from 72% to 90%. This rise in customer satisfaction indicates a higher likelihood of repeat business and referrals, highlighting the positive impact of enhanced customer experiences on business outcomes.
Advisor Efficiency
The legacy system allocated a fixed 30-minute window in addition to the appointment itself, accounting for travel time and note-taking after meetings. However, with the implementation of location management services, this allocated time became unnecessary. As a result, advisors were able to save 2 hours per day, previously spent on non-essential activities, allowing them to focus more effectively on their core responsibilities.
Location Management
The system can use the data gathered from user preferences or advisor recommendations to tailor booking options based on the user’s desired location or geographic preferences.
