Case Study: Old Mutual (bank) achieves 15% NPS increase and 9x shorter branch queues with Bizagi process automation

Old Mutual bank makes branch queues nine times shorter and sees 15% NPS increase with process automation

Old Mutual, a South African financial services group, set out to put customers first while expanding its branch network from 70 to over 300. Growth was constrained by heavy reliance on highly trained staff who needed to master 500 product variations and 10,000 business rules across 11 systems—training took about nine months—resulting in long queues, slow onboarding and inconsistent service.

Bizagi delivered a standardized front-end that hid back‑end complexity, enabled new hires to be productive in 10 days, and automated processes across channels. The solution cut branch wait times ninefold, made onboarding 10× faster, improved point-of-conflict resolution by 30%, lifted sales from service (30–300%), and drove a 15% increase in Net Promoter Score while supporting 3,000 transactions per second.

Old Mutual

Lorelei Jensen

Head of Strategic Business Solutions