Case Study: Crown Agents Bank reduces abandonment and boosts digital uptake with Veriff

A digital solution with the human touch

Crown Agents Bank, a UK-regulated bank, needed a better way to manage its international pensions payroll and proof-of-life checks. Its existing manual forms process caused high abandonment, repeated attempts, and extra calls to support teams, especially for pensioners who often needed help completing the journey.

Veriff provided a customized digital identity verification and assisted image-capture solution that kept users in the flow while still allowing for human involvement. With Veriff, Crown Agents Bank moved from a target of 20% digital uptake to 80–90%, and achieved an almost zero-abandonment rate, alongside improved customer service and a frictionless experience.

Crown Agents Bank

Chris Corfield

VP Banks and Non Bank Financial Institutions