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Alliance Bank uses digital platform to deliver customer experience

Alliance Bank uses digital platform to deliver customer experience

Banking & FinanceCase StudiesMalaysiaSoftwareTop Stories
Alliance Bank uses digital platform to deliver customer experience

Overview

Alliance Bank Malaysia Berhad and its subsidiaries, Alliance Investment Bank Berhad and Alliance Islamic Bank Berhad, are a dynamic, integrated financial services group offering banking and financial solutions through its consumer banking, small- and medium-sized enterprise (SME) banking, corporate and commercial banking, Islamic banking, investment banking, and stockbroking businesses. In partnership with Red Hat, Alliance Bank built an open architecture container platform using agile methodology, which simplified banking services, increased security, and standardised processes.

CHALLENGE

Differentiated customer engagement

The Alliance Way is about being empathetic to customers’ needs and delivering what they need-innovative, digital solutions that are fast, simple, and responsive. The bank’s branch-in-a-tablet solution is one such innovation. It lets individuals open a savings account and activate their debit card, Internet, and mobile banking in as little as 15 minutes using a tablet. Similarly, enterprise clients can open a business account digitally in 1 day, in 1 visit. This program is part of the bank’s overall strategy to use technology to streamline operations for greater efficiency.

SOLUTION

Build a digital banking platform

Working with Red Hat Consulting, Alliance Bank used a microservices-based architecture to create 1 large project, instead of multiple individual projects, on a dedicated set of hardware. To support its agile strategy, Alliance Bank chose an open container platform to allow collaboration across teams. The platform allowed the bank to put all branch products and services on a tablet for its staff to use with customers.

BUSINESS OUTCOME

Innovate faster than before

Alliance Bank is now able to innovate and scale its digital innovations quickly to meet the needs of its customers. The branch-in-tablet project reduced account opening time by 70% and increased the availability of staff to customers by 75%. Project delivery takes 2-6 months with agile practices instead of ​6-18 months with the previous waterfall method. Alliance Bank has developed a culture of agile collaboration and rapid innovation. By removing redundant processes that require physical space, Alliance Bank has improved the customer experience with new community spaces in their branches while also reducing operating costs.

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