Complex digital business transformation for one of the world’s largest banking groups

Project goals

Complex digital transformation of retail business

Project objectives

  • Formation of transformation goals
  • Definition of transformation directions:
    • business requirements;
    • target IT architecture;
    • selection criteria for the components of target IT architecture.
  • Arrange business transformation:
    • digital-office;
    • methodology of cycle development.
  • Support during transformation:
    • support with transformation initiatives as part of PMO;
    • support with implementation.

Project deliverables

Implementation of digital initiatives at all stages of work with retail clients:

1. Acquisition of clients

  • New products
  • Flexible pricing system
  • Solutions to define Next Best Action (lead generation estimating package)

2. Getting client’s application

  • New channels
  • Omnichannel customer experience, including joint partner-client one
  • Optimized end-to-end processes

3. Underwriting

  • Customer’s electronic signature
  • Remote identification (video call)
  • Recognition of scanned documents

4. Customer service

  • Customer experience in digital channels
  • Front-to-Back integration
  • Customer 360 (information about transactions, interaction with the customer along the whole customer life cycle)
  • Chats for partners and customers
  • Built-in analytics

5. Collection

  • Dynamic process based on risk-rules and triggers