Infosys Transforms Bendigo and Adelaide Bank’s Customer and Employee Experience
Leveraging Infosys Cobalt, Bendigo and Adelaide Bank, consolidated 15 million documents from across disparate systems to democratise data, improve data governance, and enable a better banking experience.
Infosys (NSE, BSE, NYSE: INFY), a global leader in next-generation digital services and consulting, today announced the successful completion of the foundation phase of a major digital program for Bendigo and Adelaide Bank, one of Australia’s biggest banks. Delivered in collaboration with Microsoft, the program enabled Bendigo and Adelaide Bank to consolidate multiple legacy document management systems into a single enterprise document management system (EDMS) and deliver better customer service.
Using Microsoft’s SharePoint Online, the new platform built with Infosys leveraging Infosys Cobalt cloud offerings allows for democratisation of data, streamlined document storage, and better collaboration across Bendigo and Adelaide Bank. The program stems from Bendigo and Adelaide Bank’s commitment to leverage data for better customer outcomes – and this program plays a key role in strengthening the required data governance.
The consolidation of document management systems into a cloud-based platform also enables a better employee experience. The bank can define security groups and better manage permission levels to meet stringent audit and compliance requirements. The platform has enabled Bendigo and Adelaide Bank to deliver a more uniform user experience across its products and services, while improving privacy and document retention compliance.
The new cloud-based platform also automated the entire data migration process, leading to a measurable reduction of operational overheads. Bankers at Bendigo and Adelaide bank can now utilise modern user interfaces that are more accessible and enjoy a plethora of functionalities in the upgraded SharePoint experience. Consolidation of data involved retrieving 15 million documents from many disparate systems and significantly improved the privacy and security stance of document stores.
Nathalie Moss, Practice Lead, Lending Technology at Bendigo and Adelaide Bank, said, “Our employees are now able to service customers faster and more easily due to the centralised document storage and common searchable access approach. The key to the program led by Infosys is findability. The faster we can find all relevant customer documents, the more deeply we understand the customer and the more personalised the service we offer becomes, every time we interact. Better operational flow equals more effective and empowered staff and builds on the award-winning customer experience our Bank consistently offers.”
Andrew Groth, Executive Vice President, Infosys, and Region Head, Australia and New Zealand, said, “The outstanding results achieved by Bendigo and Adelaide Bank illustrates how complex legacy systems are transformed by our proven Infosys Cobalt cloud ecosystem. Working seamlessly with partners such as Microsoft, Infosys supports Financial Services organisations to accelerate business outcomes, including strengthening employee and customer experience.”
Kiet Le, Partner Director, Microsoft ANZ, said, “Through this collaboration with Infosys and Microsoft, the bank is using the rich capabilities of SharePoint to democratize data, improve customer value and help the bank drive tangible outcomes at scale. We’re pleased to see our partner Infosys deliver such an outcome to Bendigo and Adelaide bank utilizing Microsoft technologies.”
About Bendigo and Adelaide Bank
Bendigo and Adelaide Bank is Australia’s better big bank, with around 7,000 staff helping more than 2.3 million customers to achieve their financial goals. Bendigo and Adelaide Bank’s vision is to be Australia’s bank of choice, by feeding into the prosperity of customers and their communities.
About Infosys
Infosys is a global leader in next-generation digital services and consulting. Over 300,000 of our people work to amplify human potential and create the next opportunity for people, businesses and communities. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by the cloud. We enable them with an AI-powered core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.
