Case Study: Capitec Bank achieves real-time automated onboarding and improved client experience with OpenText

Capitec Bank innovates to create real-time client interaction

Capitec Bank, an award-winning South African retail bank serving more than 9 million clients across 800+ branches, needed to overcome paper-heavy onboarding and slow back-office processes that were undermining its goal of real-time, client-centric service during rapid growth. The challenge was to speed and simplify client interactions while maintaining compliance and scalability.

Capitec implemented OpenText technologies—Captiva Advanced Recognition for capture, Documentum and Documentum xCP for centralized content and workflow automation, xPression for multichannel document generation, plus Optimize managed services with partner Faranani DocTec—to automate onboarding and document handling. The solution eliminated paper delays, enabled real-time onboarding with e-signatures, improved consultant productivity, cut time and costs, and increased capacity (Documentum handles roughly 7,000 requests per minute), delivering a faster, safer customer experience and stronger competitive positioning.

Capitec Bank

Gerrard Lennox

Manager, Software Engineering