In its effort to expand digital channels for offering financial services, one of the largest private banks in Brazil faced significant growth opportunities in two key areas: operations, due to the challenge of scaling a process highly dependent on bank correspondents, and customer experience, with the potential to increase conversion through a smoother and more user-friendly digital journey for product enrollment. With the advancement of operations digitization, the bank recognized the need to modernize its platforms and processes to better meet market expectations and the demand for faster and more accessible services.
The bank faced the urgent need to optimize its operations, as the process of enrolling financial products was overly dependent on intermediaries, making operations slower and less efficient. Additionally, the customer experience needed improvement, as the enrollment journey was long, confusing, and unintuitive. The challenge was to transform these critical points by implementing digital solutions that not only simplified the process but also ensured a smoother and more efficient experience, aiming to drive growth and improve results. In this context, the integration of new digital channels and the automation of processes proved essential to provide a more agile and satisfying journey for customers.
