Case Study: Barclays achieves superior service and a Net Promoter Score of 70 with IBM Business Process Management

Barclays deploys an IBM business process management solution to improve customer experiences

Barclays, a global bank serving nearly 60 million customers in more than 50 countries, needed to streamline and improve customer journeys across hundreds of complex processes. Working with IBM, the bank sought a way to better manage multichannel experiences and speed up process rollout for services like debit card reporting and fraud handling.

IBM implemented a business process management solution using IBM Business Process Manager and IBM Blueworks Live to improve visibility, control, and collaboration across customer journeys. The results were significant: Barclays rolled out new automated customer processes 88% faster, cut replacement card turnaround from six to two working days, and raised its Net Promoter Score for automated multichannel services from negative to 70.

Barclays

Mike Gamble

Director of Operations