Case Study: Banco Santander Brasil achieves faster, scalable client service and 7-day mortgage delivery with Pegasystems

Banco Santander Brasil Delivering exceptional client service, fast

Banco Santander Brasil needed to scale client services quickly to keep pace with rapid growth: more than 70% of transactions are digital across 11 channels, and the bank had to expand and improve service operations while minimizing errors to protect client relationships.

Using the Pega Platform the bank built a new end-to-end operating model—automating back-office processes across seven business units with a low-code approach and an API “wrap-and-renew” to preserve legacy systems—so front and back office are seamlessly connected. The change enabled weekly updates and faster delivery; results include mortgage processing reduced to 7 days, an increased Net Promoter Score, and improved speed and reliability serving more clients.

Santander Brasil

Leopold Martinez

Director of Operations