Case Studies

Redesigning Customer Experience at Scotiabank 

CHALLENGE

Scotiabank embarked on a quest to redesign customer experience after realizing the limits of their legacy technology and approaches. With the goal of building stronger trust and confidence in their services, Scotiabank needed to understand their customers better in order to provide them with more relevant and timely advice as well as personalized experiences 

To support consistent and effective business automation and customer experience capabilities, Rules Cube has built several functionalities to deploy Pega Platform at Scotiabank. The different solutions implemented were designed to optimize sales and service by streamlining and automating internal processes. The main components delivered by our team included a Customer 360 View, Sales & Service Platforms, and Business Automation Use Cases.

 

  • The Customer 360 View retrieved data from multiple enterprise systems to provide a full picture of customer profiles to Scotiabank’s sales and service agents.
  • The Service Platform allowed the agents to service retail customers, while the Sales Platform enabled them to sell retail products.
  • Business Automation Use Cases streamlined operations by reducing routine human work. For example, the process to onboard customers with pre-approval was simplified to allow for more relevant and contextualized interactions

RESULTS

By adopting an agile methodology, Rules Cube delivered a systemized and operational analytical ecosystem that seamlessly automated business processes to provide a flawless service and sales experience. Using Pega platform’s AI capabilities, we enabled continuous improvements in making meaningful service suggestions and creating tailored offers based on customer profiles. These functionalities were key part of Scotiabank’s Digital Transformation initiative, which drastically improved ROI and customer engagement in different channels.

Our Success Stories

With the goal of providing our clients the necessary strategic and innovative end to end digital transformation, we at Rules Cube help organizations implement better strategies, processes, and tools to improve a variety of functional areas.

Case Management

Case Management

Rules Cube implemented a Servicing and Complaint management platform for a major Canadian Financial Institution with more than 60,000 users. Our team seamlessly integrated the Pega platform with the client’s legacy case management software and back-end systems to solve customer issues in real-time.
Compliance Application

Compliance Application

Rules Cube implemented several platforms enabling the collection and handling of customer information and due diligence to ensure clients remain in compliance with regulations and local laws including FATCA (Foreign Account Tax Compliance Act) and CRS (Common Reporting Standard).
Credit Card Processes

Credit Card Processes

Rules Cube implemented a platform for a major credit card issuing client with full integration to all Total System Services (TSYS) back-end systems and credit card processing servicesUsing Pega Smart Dispute Platfrom, Rules Cube has enabled the client to process transaction disputes based on Mastercard and Visa rules 
Client Onboarding

Client Onboarding

Rules Cube implemented an enterprise platform for a major client to onboard retail and small business customers through different channels: Branch, Online, Contact Center. Our solution was designed in Pega Platform to deliver automated and intuitive account opening experiences, which also improved operational efficiency.
Contact Center

Contact Center

One of our major transformational projects is the delivery of a global contact center for the third largest Canadian bank spanning across Canada, Peru, and Mexico. This implementation was built in Pega Customer Service using the Situational Layer Cake approach to create a platform across multiple contact centers and different countries.
Enterprise Components

Enterprise Components

Rules Cube has expertly built reusable enterprise components that can be shared among different applications in the organization for several projects. For example, we have experience with Pega’s: Federated Case Management – to enable remote case execution; WorkHub – to create a single point of access; Single Sign-on – to authenticate user login.

Testimonials

Don’t take our word for it – here’s what our clients say:

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