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Accenture helped this major US bank progress toward becoming a high-performance business by creating a scalable operations and technology platform for its ongoing inorganic growth.
This bank is one of the world's largest financial institutions and offers a full range of financial services to individuals and businesses. The bank provides services to clients through thousands of retail locations in nearly 200 countries and serves the majority of corporations in the Fortune Global 500.
Over the course of a decade, the bank completed a series of complex acquisitions—creating one of the broadest franchises in the United States, and becoming a dominant leader in all its key geographies.
However, the size, scope and geographic complexity of the integration efforts created major challenges:
Succeeding in its aggressive acquisition and growth strategy required rethinking the bank’s standard operating platform. The new, optimal platform needed to better facilitate the integration of acquisitions as well as to create operational efficiencies and provide a common customer experience.
Recognizing Accenture’s proven expertise in global financial services merger integration and banking operations, the bank selected Accenture to help execute its ambition to become a high-performance business.
Accenture understood that speed was essential for the bank to maximize cost reductions and achieve business value throughout the integration process. Working with the bank’s leadership, Accenture helped identify the functional, operational, technological and communication gaps among its constituent entities.
Then, in concert with the bank’s senior management team, Accenture formulated solutions to bridge the existing systems with the proposed solutions and assisted with integration support projects.
Working together, Accenture and the bank successfully completed a series of large technology systems and customer conversions—on time and on budget, a critical component of delivering on shareholder and market expectations for each merger.
Thousands of employees in hundreds of locations received training on updated processes and services, and many branch locations reduced teller transaction times by more than 50 percent. Millions of customers were notified about the conversions and millions of online banking customer accounts were converted.
The new platform now serves millions of customers across the United States through banking centers, ATMs and across an award-winning online banking system. Advisor retention has also remained in line or exceeded expectations.
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