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The innovative HSBC approach placed customers at the heart of an agile project to improve customer experience and set new standards for project delivery. Using Vizolution’s technology, LinkScreen sets up a digitally assisted phone conversation – as easy as the branch experience, but more efficient. Customers complete and sign applications electronically, quickly, and can see all information required by regulators. Challenging the norm was made possible by a low-risk proof of concept, which gathered evidence to build confidence. Collaboration and a new kind of supplier relationship were key to success. It has now been rolled out to 15 further UK workstreams and will support a new global banking proposition. Advisors are excited and a new Centre of Excellence is building capability for the future.

Key results

• 20% increase in conversion in telephony lending applications
• Processing costs reduced by more than 8% per application
• Process times dropped between 45% and 93%, from initial application to final resolution 
• 95% of customers found the system easy to use, with 93% agent satisfaction
• NPS of over 85