Copyright © 2021 Bizagi. All rights reserved. hello@bizagi.com bizagi.com CASE STUDY 15% increase in Net Promoter Score 10x quicker customer onboarding time Objectives Old Mutual bank makes branch queues nine times shorter and sees 15% NPS increase with process automation Old Mutual embarked on a business transformation initiative with one aim: to put the customer first. The first step of this was to expand its branch footprint from 70 to over 300. However, once of the key constraints of this was the reliance on highly trained and experienced branch service staff. These staff needed to understand over 500 product variations, with over 10,000 product or business rules stored across 11 systems with 1,000 different work types / processes. Training of resources took in the region of 9

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