The Challenge
Pepper Money had a different customer portal for each loan type – meaning a customer with a mortgage, car and personal loan would need to access three different platforms to manage their loans, each with a different login and user interface.
To offer a more competitive service, they needed to unify these platforms into a single portal and design a best-in-class experience for their customers.
The Solution
My Pepper Money developed a sleek and easy-to-use Universal Customer Portal (UCP) in less than 6 months. The My Pepper portal allows customers to self-manage their personal details and loans, reducing calls to customer service centres, while increasing overall cross-sell, customer acquisition and retention.
To ensure the secure, reliable exchange of data between Pepper Money’s back-end systems without creating individual Virtual Private Networks (VPNs) for each system, they decided to use AWS API Gateway. Implementing individual VPNs would have added time to the project and they would have been difficult to manage. Given that OutSystems and AWS are seamlessly integrated, the exchange of data between the UCP and the 11 systems it integrates, with is fast and secure.
Results
- Increased customer satisfaction: customers can now self-service and manage all of their loans with one login
- Reduction in inbound calls: online self-service allows customer service representatives to focus on customer care and value-add
- Improved customer acquisition: the platform enables future cross-sell opportunities through unified customer records.
- The combination of AWS + OutSystems enabled fast development, secure data and high performance to the UCP
