Situation

America’s fifth-largest bank has an extensive portfolio that encompasses consumer and business banking, corporate and commercial banking, payment services, wealth management and investment services. The bank sought a centralized technology to more-efficiently serve its diverse customer base and enhance their banking experience.

 

Executives aspired to achieve this by developing a new app in-house. Their existing technology, developed by a third party, hindered the bank’s ability to deliver the full extent of innovations envisioned by bank leaders. Creating and managing the new technology from within would also improve the bank’s agility for future app updates.

 

Collaboration

Wipro Digital worked with the bank to create a multi-platform app that offered all banking services from a single resource. The app used a framework that enabled “on-demand banking” across multiple channels and shared a code base with a new mobile-web experience, thus offering customers a consistent banking experience wherever they logged on.

 

Developing the app in-house allowed the bank to deploy niche features such as Face ID login, Touch ID login and geolocation. The decision to own the app in-house also minimized costs while allowing the bank to explore comprehensive services so customers could check account balances, transfer funds, manage credit cards and pay bills without any bank intervention.

 

Outcomes

The new app has been downloaded more than 2.1 million times on iOS and 1 million times on Android, with traffic on the mobile app accounting for 80% of all traffic across the client’s online channels. The check deposit feature in the mobile app led to increase in the volume of transactions, resulting in significant check-deposit fee reductions for customers. By offering a suite of services, reduced load times and an improved user experience for all bank customers, the app has earned ratings of 4.8 out of 5 on the Apple App Store and 4.2 out of 5 on the Google Play Store. In addition, by being integrated with the mobile payment feature, the app enabled the client to penetrate the mobile-payment market.

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