Infosys transforms CX and EX of Bendigo and Adelaide Bank

Infosys, a forerunner in digital services and consulting, has completed the foundation stage of a significant digital initiative for Bendigo and Adelaide Bank, a major Australian financial institution.

The project, executed in partnership with Microsoft, has allowed the bank to merge multiple outdated document management systems into a single enterprise document management system (EDMS). This consolidation is expected to significantly improve customer experience (CX) as well as employee experience (EX).

Under the new cloud-based platform developed with Infosys Cobalt cloud offerings and using Microsoft’s SharePoint Online, the bank has streamlined document storage, enabling improved collaboration and data democratization. The consolidation is aligned with Bendigo and Adelaide Bank’s strategy to leverage data for better customer outcomes. The platform also ensures a more consistent user experience across its products and services while strengthening privacy and document retention compliance.

Infosys transforms customer experience and employee experience of Bendigo and Adelaide Bank. Photo courtesy of AYArktos/Wikimedia Commons.

Additionally, the shift to a single, cloud-based EDMS enhances the bank’s employee experience by enabling more effective management of security groups and permission levels, aligning with rigorous audit and compliance requirements. The automation of the entire data migration process has also led to a noticeable reduction in operational costs. Bendigo and Adelaide Bank employees now have access to modern user interfaces and an array of upgraded SharePoint features.

“Our employees are now able to service customers faster and more easily due to the centralized document storage and common searchable access approach. The key to the program led by Infosys is findability,” said Nathalie Moss, Practice Lead, Lending Technology at Bendigo and Adelaide Bank.

Andrew Groth, Executive Vice President, Infosys, and Region Head, Australia and New Zealand, highlighted how the Infosys Cobalt cloud ecosystem is adept at transforming complex legacy systems, delivering stronger employee and customer experiences.