Westpac, working with Fiserv, simplified and unified its digital banking service, moving to a single platform for online, tablet and mobile banking. The implementation won them a Celent Model Bank Award 2015.

The multi-year Online Transformation Program was delivered for the retail bank in 2014 and for business banking in 2015. The initiative is part of a larger strategic intent at Westpac to “radically simplify” its products and business processes, while strengthening its technology environment. The result is an extraordinarily capable, yet highly intuitive digital omnichannel platform called Westpac Live.

Challenge

Westpac`s strategy to seek simplicity began to unfold in 2008 with a commitment to transform itself through technology based on customer-centric design. The bank has radically simplified its products and internal processes to match, and aims to provide simple, personal, and helpful customer solutions wherever they are needed. Prior to its Online Transformation Program, Westpac offered retail banking customers multiple, independent channel platforms for online, mobile, and tablet banking.

Solution

The result of its efforts is much more than an omnichannel platform. It is a massively complex and capable, yet elegantly usable and highly personalized digital banking platform that supports all device types. Moreover, when fully deployed, the same Fiserv platform would support retail banking, business banking, and wealth management customers. The platform, built on the Fiserv Digital Stack, allows for differentiation and specialization at the channel and line of business level, while using a common set of integration and business services.

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