Client
Scotiabank
Client
Scotiabank
Project
Global Compliance Strategy
Industry
B2C
Banking & Financial Services
Services
Customer Experience (Cx)
Background
The Bank of Nova Scotia often referred to as Scotiabank, is a Canadian multinational banking and financial services company.Brief
BORN’s sister and parent company, Bio Agency and Tech Mahindra, were leveraged by leading financial services company, Scotiabank, to achieve global compliance for their existing Global Banking & Markets client population and create new digital experiences that would empower the user.Goals
Keeping the customer at the heart of the process to ultimately empower the transaction and built the foundation for a long-term relationship.Challenge
Constantly changing policies and political impacts requiring remediation to thousands of clients made this a challenging project.
Strategic Transformation
We were able to deploy a digital mortgage lending tool, eHome, that would allow users to streamline the mortgage lending process through an efficient digitalized portal.
Solutions
Multiple customized solutions along with the digitization of the brand’s mortgage application were deployed in order to streamline and improve experiences.Outcome
Scotiabank was able to achieve cost transformation by drastically reducing mortgage acquisition costs and passing on the benefits to the customer through fair and transparent pricing. In addition, we were able to put customer experience at the center of the process to ultimately empower the transaction and build a foundation of trust. Finally, with the creation of eHome, we were able to create a unique and streamlined digitalized mortgage experience.Long-Term Value
All-in-all, through the improvement of various facets of Scotiabanks digital business, we were able to transform their solutions while also adhering to relevant global compliances.Next Case Study – Chubb
