Modernizing banking channels to adapt to the new digital world
Overview.
A large retail and commercial bank in the UK selected Coforge as the transformation partner to ensure higher customer engagement and continued loyalty for their 7 million customers by redesigning the customer journeys on a modern technology stack and offer enhanced features through web and mobile channels.These journeys also needed to integrate with the bank’s digital marketing Pega application for cross-selling and up-selling additional services. The pandemic contributed to accelerating the program.
Coforge undertook a system study to recommend a value stream modernization strategy. This involved a deep dive to reimagine the existing customer journeys and propose new ones. A cross-functional team comprising the bank’s technology, business, product owners, and Coforge consultants got together to redesign existing customer journeys and propose additional ones to enhance the customer experience in the areas of Personal and Business Banking, Corporate Banking, Credit & Debit Cards, Mortgage, and Insurance services.
42 customer journeys covering retail and corporate customers were identified for transformation. Once the customer journeys were prioritized, a dedicated team of domain specialists and engineers began developing these services using an iterative Agile methodology. Changes were rolled out to the bank’s customers using a blue-green deployment strategy.
The technology stack comprised AWS, cloud-native Microfocus COBOL running on Linux, and an industry product for corporate payments. The user screens were developed in Angular and Java and the database was upgraded to Oracle from the legacy RDBMS. APIs were also developed using Spring boot and deployed on IBM API Connect.
