Case Study: Major UK Banking Institution achieves lower service costs and improved customer experience with Capgemini

Streamlining Customer and User Experiences for a Leading Financial Institution Improves Overall Satisfaction

A Major UK Banking Institution partnered with Capgemini to simplify customer and employee journeys, reduce back-office costs, and create a continuous improvement loop for service operations within a six-month timeframe. The bank needed to cut inefficiencies across areas like mortgages, everyday banking, and collections while improving customer experience and reducing failure demand.

Capgemini assessed current processes through workshops, interviews, and detailed journey analysis, then developed a new service experience review methodology and delivery roadmap. The result was £4 million in savings across key service areas, a 10% reduction in service handoffs and cost-to-serve, and a 15-20% drop in complaints, alongside better customer satisfaction and a higher Net Promoter Score.