Digital transformation of the Mexican division of a large global bank delivers a new era of mobile business banking
Success story
Targets met
Achieved customer retention targets and grew domestic digital market share by over 50%
Customer satisfaction
Client reported significant increase in customer satisfaction
Challenge
Digital transformation for bank enterprise channels
- Increased demand for digital services
- The bank wanted to deliver a new mobile business banking app to increase customer convenience, offer an engaging experience, and build loyalty
- The new app would empower bank customers to conduct their core business banking from a mobile phone, making it quicker and easier
- In addition to core functions, the new app would empower customers to: pay providers and transfer funds to third parties, download and share account statements and reports of sales, receive digital payments 24/7 via CoDi, authenticate operations using a secure mobile token system
Engagement
A secure mobile app built to the highest industry standards using Agile methods and mixed modern technologies
- Worked directly with the client to deliver an intuitive, frictionless user experience through a continual feedback process during development
- Developed the solution using Agile methods and made optimal use of modern technologies - including Web Components developed with Polymer and Litelement from Google
- Scrum team delivered the solution using Agile SAFe methods within a Web Component framework
Benefit
More convenient banking for business customers and increased customer loyalty
- The new app positions the bank at the forefront of digital channel innovation for business customers
- Heralds a new era for mobile business banking, putting the customer at the heart of the business
- The app has been well received by business customers and is on target to exceed 100,000 users in 2020
- Following success in Mexico, the app is to be rolled out globally during 2021/2
