Case Study: LCL achieves omni-channel digital transformation, 24/7 banking and better SLA compliance with Software AG's Digital Business Platform

Digitalization and Risk Mitigation Banking on a Platform for Continuity

LCL, a major French bank founded in 1863 with 6 million retail and 337,000 professional customers across 1,900 branches and 18,000 employees, faced a need to modernize its IT and customer-facing services. The bank needed an omni-channel strategy that preserved security, risk mitigation and continuity while automating manual processes, improving SLAs, reducing time-to-market, and delivering seamless 24/7 digital access.

Working with Software AG’s Global Consulting Services and its Digital Business Platform (webMethods for process automation and ARIS for analytics), LCL automated more than 60 processes, built a central omni-channel sales engine and moved toward paperless operations. The transformation delivered 24/7 accessibility, better SLA compliance, lower costs, a stronger customer experience, and a target of 50% remote sales by 2019 while unifying systems across its branches and staff.

LCL

Olivier Biton

Chief Information Officer