Abbey National Bank Case Study
A Well-Executed Transformation Program Boosts Productivity
Facing mounting competition in the financial services marketplace, this national bank decided to outsource functions including personal loan and mortgage servicing and post-sale processing.
EDS seamlessly redeployed 1,700 bank personnel, with no loss in staff, customer impact or negative PR. This was made possible in part by managing expectations and maintaining close lines of open communication. The team also implemented technology to further improve processes.
Today, the bank can process more than 50 percent of applications without human intervention. And productivity has increased by more than 60 percent. In addition, management has tools to monitor performance and staff has tools to greatly increase productivity – and customer service.