Crown Agents Bank Delivers Three Portals in Six Months
Innovation Awards
Winner 2021
Crown Agents Bank engaged Deloitte and OutSystems to improve efficiency, controls, and customer experience. The team delivered over 50 new processes and three portals in six months, providing a capacity for scalable growth and improved experiences for customers and employees.
Challenge
In Search of Faster Digital Transformation
Crown Agents Bank is the financial services partner of choice for many governments, development organizations, and regulated financial services businesses.
"By using OutSystems alongside robotic process automation, we’ve greatly increased our operational capacity, enabling rapid growth for our payments and FX business. Plus, we can focus more time on what makes a difference—serving clients and managing risk."
The bank partnered with Deloitte and OutSystems in 2020 as part of a wide-ranging digital transformation. It wanted to:
- Re-engineer, digitize, and where appropriate, add automation to business processes
- Improve the efficiency and customer experience for client onboarding
- Improve operational efficiency and controls needed for scalable growth
- Improve auditability and reduce operational risk.
Solution
Six Months to Digitize 50 Processes and Launch Three Portals
In the space of six months, Crown Agents Bank digitized more than 50 new processes while implementing three new portals:
- An Operations Portal including more than 20 different workflows
- A Customer Portal for direct interactions with its customers
- An Admin Portal that provides access management capabilities for employees and clients
These new solutions provide the bank with the speed-to-market and enterprise-strength security, scalability, and performance it needed—without hiring additional internal developers.
Results
Streamlined and Standardized Processes with Self-service Convenience
The bank can now standardize, streamline, and automate complex workflows using the case management workflows in OutSystems. And it can segregate user access based on permissions—all in a completely secure and scalable way.
It has also improved processes, with a digital audit of all tasks, actions, and approvals. Moreover, the bank has significantly reduced revenue leakage through automated invoice generation and charging processes.
The bank’s customers also benefit, with self-service portals delivering seamless interactions and secure access to statements and invoices.
Additionally, improved efficiency and enhanced user experience have positively impacted employee morale, with many tasks made easier so that employees can provide a superior service to customers.
Why Crown Agents Bank chose OutSystems:
- Speed-up development and improve agility
- Deliver web and mobile applications
- Enable continuous delivery
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