Outcreating Digital Banking and Credit Card Journeys for a Leading Nordic Banking Organization

Our Client

A leading Nordic banking institution serving customers across the region through a broad portfolio of personal and commercial banking services.

Within its Personal Banking business, the organization continuously seeks to simplify customer journeys, improve operational efficiency, and accelerate digital transformation across core banking processes. The credit card application journey represented an opportunity to replace manual processing with a faster, more intelligent, and seamless digital experience.

Challenges

The client's credit card application process relied heavily on manual workflows, creating operational bottlenecks and negatively impacting the customer experience. Following were the key challenges faced by the client:

• Manual processing was causing frequent errors and delays across the credit card application journey.
• Operational inefficiencies across the application lifecycle were increasing processing effort and slowing execution.
• Lengthy application processing and turnaround times were creating friction for customers and operations teams.
• A fragmented application journey was impacting customer experience, making the process less seamless and convenient.
• Critical processes such as KYC, eligibility assessment, and case routing remained heavily manual, creating bottlenecks and increasing the scope for errors.
• Traditional implementation approaches were slowing modernization efforts, while introducing concerns around solution quality and scalability.

LTM's Solution

LTM combined Pega GenAI Blueprint with modern application architecture and intelligent process automation to transform the credit card origination journey.

Key aspects of the solution included:

GenAI-Accelerated Discovery and Scoping

LTM leveraged Pega GenAI Blueprint to streamline discovery sessions and accelerate project scoping, helping the team move rapidly from business requirements to solution design and implementation.

Digital Credit Card Origination

LTM built a Credit Card Origination (CCO) application using Pega Infinity 24.1.2 and Constellation architecture, providing a modern foundation for automated credit card processing.

End-to-End Process Automation

The solution integrated with the client's Customer Communication Management (CCM) system to automate critical activities, including:

• KYC processing
• Eligibility checks
• Case routing
• Application workflow management

This reduced manual intervention and enabled greater straight-through processing across the credit card journey.

Seamless Digital Experience

LTM developed a responsive AngularJS front end using Pega DX APIs to provide:

• Real-time data validation
• Seamless application experiences
• Faster and more accurate data capture
• Improved user and advisor interactions

Rapid Advisor Portal Delivery

Using out-of-the-box Pega components, LTM delivered the advisor portal in just 40 days—significantly faster than the approximately 90-day timeline expected through a traditional implementation approach.

Business Benefits

The intelligent process automation  delivered measurable business value while accelerating the bank's digital credit card origination capabilities:

• Reduced implementation time from approximately 90 days to just 40 days using Pega GenAI Blueprint.
• Achieved 90% IT process automation for straight-through processing, significantly reducing manual swivel-chair activities.Accelerated credit card application turnaround time from 10–12 days to just 2–3 days.
• Improved operational efficiency through automated KYC, eligibility checks, and case routing.
• Reduced manual errors and processing delays across the application lifecycle.
• Improved customer experience through a seamless, digitally enabled application journey.
• Established a modern and scalable credit card origination foundation for future digital banking transformation.

Conclusion

By combining GenAI-accelerated solution design, Pega's modern application architecture, and end-to-end process automation, LTM helped the client transform credit card origination into a faster and more efficient digital journey. With a scalable digital origination foundation in place, the bank is better positioned to deliver faster, simpler, and more customer-centric banking experiences.

Ready to ccelerate your digital banking processes with the power of Agentic AI? Contact us at info@ltm.com