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Case Studies

Police Bank
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Police Bank was started in 1964 by a group of serving police officers as a very basic saving and loans provider for police. Today, Police Bank offers a wide range of consumer banking products and services, continuing to build on its success in finding new ways to support members and their families within the police and border protection community.

The challenge

Police Bank was still operating in a very manual environment. Forms across the bank were mostly paper-based and the few digital forms the Bank did use were very limited in terms of capabilities, the experience delivered to users and in connectivity to other banking systems and processes.

In line with its vision of becoming the most advanced, secure and effective community bank in Australia, Police Bank commenced a digital transformation process to create a great user experience for its members.

Central to this was bringing just under 100 existing member and internal forms onto one platform that could also connect into Police Bank’s existing credit decisioning system. Ultimately, the solution needed to deliver a great user experience for members and staff.

The solution

Police Bank engaged Transformd to deliver a platform that the digital and CX team could build upon, with all the forms and workflow capabilities to enable a leading customer experience and seamless processing.

Implementation included two days development training on the Transformd platform for Police Bank staff, to enable the Bank to create, deploy and manage its smart forms in-house. Using the no-code form builder and automation capabilities in the Transformd platform, Police Bank was able to easily and rapidly create personalised and seamless experiences for members, across any device.

Transformd created an integration with Illion software used by Police Bank to ensure seamless connectivity, as well as a Police Bank-branded mobile responsive theme, which could be re-used across all the capture experiences to ensure consistency of experience.

Police Bank - Application

The result

Since adopting the Transformd platform, PoliceBank has dramatically developed its digital capabilities for internal and external forms, such as home and personal loans, account opening and credit card applications.

Integrating Transformd with Police Bank's decisioning engine means real time loan processing is now possible.

Since their initial training on the Transformd platform to build their first form, Police Bank have self-served on the platform to develop 70-80 bespoke, customised forms that are unique to Police Bank, delivering a unique experienced designed specifically to meet the needs of Police Bank members.

Increased conversions and improved speed and quality of service

Insights from the Transformd Data Analytics Platform mean Police Bank are able to test and learn, optimising the customer experience and reducing friction-points. Internal stakeholders are also equipped with a holistic and integrated view of all data, helping to accelerate the resolution of member engagements.

Integration into Police Bank’s loan origination system

Connecting the Transformd platform to Police Bank’s loan origination system provides efficiencies, reduces the risk of double-handling data and enables the bank to deliver faster approvals.

Personalised customer communications, reminders and alerts

Using the communication configurations within Transformd, Police Bank is able to deliver personalised emails, text messages and PDF summaries of various workflows, keeping customers updated at every step.

Custom components that take the customer experience to the next level

Technical training with Transformd empowered Police Bank’s digital and CX team to create custom components for their application processes, creating an experience unique to the bank, and an engaging outcome for members.