Case Study: Virgin Money achieves 15-minute digital account opening (from 15 days) with Pegasystems

Virgin Money revolutionises customer onboarding processes

After acquiring Virgin Money in 2019 and becoming the UK's sixth-largest bank with about 10,000 employees and 6 million customers, the organisation needed to transform how customers onboarded and reduce time staff spent on manual, non-value activities. Account opening typically took seven to fifteen days, required multiple pieces of information and often a branch visit, creating friction that hurt conversion and operational efficiency.

Working with Accenture and the Pega Platform, Virgin Money implemented case management and reusable components for customer data capture, identity verification and product offers, using rapid two-week sprints to deploy across web, branch, phone and mobile channels. The automated, cross-channel solution cut account opening from over 15 days to 15 minutes, delivered working applications in single sprints, and enabled fully digital end-to-end onboarding with no branch visits required.

Virgin Money

Keith Williams

Head of Process Automation Service Centre