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BANKING & FINANCIAL SERVICES

Embracing Digital Solutions for Web and Mobile Platform


The Challenge:

High customer demand for innovative, self-service, online and mobile features drove a large regional bank to modernize its web and mobile applications. Because its competitors were able to offer digital features and reduce the number of branch visits, the bank was left with little marketing leverage to attract potential new customers or maintain loyalty among its existing customers. The lack of digital self-service also resulted in high call center volumes, which increased costs. Recognizing the need to implement new digital web and mobile features, the bank turned to Cognizant's expertise in digital banking solutions.


Our Approach:

Cognizant collaborated with the bank’s enterprise architecture group to develop a custom web and mobile platform. It aggregates customers’ accounts on a new financial services platform that enables customers to participate in personal financial management opportunities. Cardholders can set spending limits on their cards, as well as receive real-time alerts. These options have encouraged customers to migrate to the bank’s new platform, increasing customer loyalty and opportunities for the bank. Approximately 145,000 customers enrolled in the loyalty program in the first 20 months.

Cognizant incorporated secure authentication features—biometric and facial recognition—compliant with PCI security standards. We also added person-to-person money transfer, mobile check deposit, on-demand credit score and mortgage rate tracker options.

Adopting Agile Techniques to Enable Rapid Deployment

Cognizant helped the bank completely revamp its web and mobile capabilities by implementing a series of three-week agile sprints. This enabled the bank to reprioritize features based on business needs and maximize its business benefits. 

Cognizant’s robust and easily accessible platform reduced maintenance time from four hours a week to 20 minutes. The Javelin Mobile Banking Scorecard analysis ranked the approach in the top five among all users across the United States.

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3.5 million

customers migrated to the new platform in less than 2 years

375,000

native app downloads

145,000

active customers enrolled in the loyalty program

250,000

opt-ins acquired for the financial management program


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