Case Study: OCBC Bank achieves 40% higher customer satisfaction and increased product sales with Pegasystems

OCBC Sets New Standard for Customer Accounts

OCBC, a Singapore-headquartered bank with a global network of 500 branches and ranked by Bloomberg as the world's strongest bank, identified that the 150 tasks required to open a new account were undermining the crucial first customer interaction. Determined to improve onboarding and deepen customer relationships, the bank set out to simplify and streamline the account opening process.

Using Pega, OCBC built the Relationship Opening Made Easy (ROME) solution to embed and automate those tasks, enabling staff and customers to sit together, share one screen, and focus on a more personal interaction; Pega’s agility allowed rapid iterative development and trials. The change delivered a 40% higher customer satisfaction score than competitors, significant net promoter score gains, more than 10% increase in products sold during account opening, and up to a 50% rise in activation of add-on features.

OCBC Bank

Dennis Tan

Head of Branch & Premier Banking