Old Mutual

Download PDF case study

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.