Non-bank lender delivers mobile self-service with universal portal

The portal provides a single source of truth for various loan accounts, transforming the customer experience.

14 weeks

to complete

3 developers

from the PhoenixDX team

Increases customer satisfaction

Improves customer acquisition + retention

Reduces inbound calls

A universal customer portal was vital to our business growth strategy.  Creating a rich customer experience is central to improving our digital presence.

Royce Tully

Head of Technology at Pepper Money.

About the organisation

Delivering a smarter way to access finance, award-winning Pepper Money has grown into one of the largest and most trusted non-bank lenders across Australia and New Zealand. With over 250,000 customers, the company provides flexible loan options spanning home, car, personal, and asset finance.

The challenge

Pepper Money had different portals for each product line – personal loans, personal asset finance (such as car loans), and home loans, each with a differing customer experience. The portals had minimal self-serve capabilities, so customers would need to reach out to the lender’s contact centre to change personal details or obtain their loan payout figure.

Pepper Money knew their customers expected more from customer surveys and NPS, and their existing portals could not be upgraded to provide the modern experience anticipated by customers. This required a paradigm shift to deliver their vision of a customer-centric digital experience.

Their aim was to unify the experience across these different product lines and provide a modern, intuitive and sleek digital experience for their customers that would allow them to manage their loans when and where it suited them.

“Our vision was to give our customers the ability to self-serve online in their own time, when and where they wanted, from their first conversation with us all the way through to their last, when they pay off their loan, and to do this in a beautiful, frictionless way.”
– Nireeksha Suvarna, Digital Product Leader at Pepper Money

The solution

Pepper Money decided to consolidate their product lines into a universal customer portal capable of delivering a world-class digital user experience. They needed a sleek solution delivered fast while meeting customer and business expectations without compromising quality.

The lender’s technology teams had experienced success with low-code development and knew that low-code platforms could deliver the speed they required. However, not all platforms could achieve the pixel-perfect User Interface (UI) they envisioned and the flexibility to evolve and expand their digital presence. The new unified portal had to bring together, in real-time, all the services running across Pepper Money’s backend platforms in a modern and seamless responsive web solution.

From a comprehensive assessment of the low-code market, Pepper Money found that the OutSystems platform could deliver its vision. Further, PhoenixDX offered the deepest expertise with OutSystems in the Australian marketplace, with a strong track record of quickly delivering mission-critical, enterprise-grade solutions.

“We looked at the SaaS products available, including vendor and hosted solutions. None of them allowed us to innovate the ‘Pepper Money way’. We didn’t have the developers to build a unified portal ourselves. PhoenixDX and the OutSystems low-code platform stood out because they could deliver the key things we wanted to achieve – the ability to develop the universal customer portal, transform our digital self-serve capabilities and go mobile.”
– Royce Tully, Head of Technology at Pepper Money.

In just 6 months, Pepper Money built my.peppermoney – a modern and easy-to-use portal with a single login for all of their personal finance products. The dashboard gives clear visibility across the customer’s personal, asset finance and home loan products. The portal provides self-service functionalities, making it easier than ever for Pepper Money customers to manage and control their loans. Fast and responsive, the browser-based platform is fully accessible on mobile and tablet devices.

“Pepper Money wanted to innovate quickly and do it well. PhoenixDX demonstrated the development of a quality application in just one day, proof that their rapid custom development capabilities could be the solution for us. We engaged the company soon after.”
– Royce Tully, Head of Technology at Pepper Money.

The results

Enables intuitive user experience and self-serve capabilities.

Increased customer satisfaction and retention by exceeding customer expectations.

Significantly reduces calls to the lender’s contact centre.

Enables teams to focus on delivering exceptional, value-added customer service.

Immediately increased online access to finance products by 10% and rising.

Expands direct client offering while creating cross-selling opportunities to drive growth.

Allows evolving customer expectations, market trends, and business needs to be met.

PhoenixDX were the perfect Partner for our digital squads, and we co-created a solution that is going to make a huge difference to our customers.

Royce Tully

Head of Technology at Pepper Money.

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