Case Study: ABN AMRO Bank achieves one-stop, faster online customer journeys with Backbase Forms

Streamlining the online customer journey with Backbase Forms

ABN AMRO Bank, a leading full-service Dutch bank, needed to modernize its online customer journeys and replace a legacy desktop-only forms system that caused slow, fragmented sales and service processes. To deliver an omnichannel, mobile-first self-service experience for both customers and employees, ABN AMRO selected Backbase and its Backbase Forms capability as part of its broader digital transformation.

Backbase implemented Backbase Forms (running in widget modules on Backbase CXP) to provide validated, authenticated, one‑stop online requests with digital signatures and immediate terms generation. The rollout (first live form in October 2015) has scaled to about 100 forms across client- and employee-facing portals, cut fulfilment times from up to 10 days to minutes, reduced back-and-forth communications, improved conversion and completeness of requests, and set the bank up to expand into native mobile journeys and centralized form management with Backbase.

ABN AMRO Bank

Mark Bus

Product Owner