• Old Mutual
  • KUNDE:
  • Old Mutual
  • Banken
  • South Africa


increase in Net Promoter Score


quicker customer onboarding time


shorter queues in branch


million transactions per month

Old Mutual embarked on a business transformation initiative with one aim: to put the customer first. However, the bank has multiple lines of business, such as personal finance, mass market, and corporate. Each has different products which are hosted on different systems, supported by staff who only specialized in one line of business. So, employees couldn’t see a holistic view of customer profiles and couldn’t solve multiple queries for individual customers. The disconnected systems not only caused long wait times and an inconsistent customer experience, but generally slowed down the bank’s productivity and innovation due to a lack of visibility.

Old Mutual began using Bizagi in-branch as a central portal to provide a 360-degree view of customers’ portfolios, to resolve all queries in one interaction, regardless of which department they were talking to. Consequently, branch wait times are 9x shorter for 15,000 customers a day. 

Customers can start their journey via the channel of their choice and are funneled into the same central process, uniting Old Mutual’s different lines of business for a consistent experience, which has been mapped out using Bizagi’s BPM capabilities. So, from starting as an in-branch customer service tool, Bizagi now underpins the case management behind applications for the majority of Old Mutual products with the platform processing 125 million transactions per month. 

Customer Experience rules the globe in corporate boardrooms, but only a handful convert this strategy into real business operations.. Bizagi can simultaneously improve the ‘Big Three’: CX, retention & upsell."

Lorelei Jensen

Head of Strategic Business Solutions


  • Accelerate delivery of a “360 customer view” across all channels for branch staff to improve customer experience
  • Empower sales advisors to provide a consistent service and advice on the spot
  • Leverage customer insight and data analytics to better recommend relevant products
  • Integrate with digital technologies to ensure communication is delivered through the media of customer’s choice (e.g. email, SMS)
  • Further improve customer retention and business revenue from cross-sell and leads
  • Drive efficiencies in the back office through RPA technology deployment


  • Branch wait time nine times shorter for 15,000 customers a day
  • Point of conflict resolution improved by 30% as integrated systems provide staff with a holistic view of both customers and services available
  • Onboarding time 10x quicker to better serve customers and win more new business
  • Reduction in new staff training from 9 months to 10 days through integration
  • 30% uplift in sales from service
  • NPS improved by 15% with consistent and improved customer experience across all channels
  • Bizagi supports 3,000 transactions per second and over a million process steps per month
  • Reduction in FTE headcount for back office administration