Case Study: Swedbank achieves omni‑channel personalized banking and accelerated loan processing with Pegasystems

Swedbank Personalized banking across all channels

Swedbank, a 200‑year‑old financial institution serving roughly half the population of Sweden and the Baltic states, faced a major channel challenge: it was handling 5 million digital interactions a day (mostly mobile) while demand for traditional channels like branches and phone remained steady. The bank needed to deliver modern digital experiences without abandoning customers who prefer in‑person or phone service, all while preserving its reputation for strong customer relationships.

Working with Pega, Swedbank repositioned itself as “a digital bank with physical meeting points,” starting with back‑office digitalization and a mobile lending origination platform and then undertaking a full CRM overhaul to provide one view of the customer, automate next‑best‑actions, and route service needs. The initiative delivered faster decisions—60% of consumer‑loan applicants and 50% of mortgage applicants receive instant responses—reduced manual loan processing time by 90% for cases that remain manual, and fully automated core sales and service CRM use cases, with plans to expand the tools beyond Sweden.

Swedbank

MariAnne Ydberg

Head of Customer Value Communication