Challenge

A major UK bank faced significant challenges in its client account onboarding process. Siloed teams with repeated data requests, manual data handling, and minimal communication created a fragmented onboarding process and caused a lack of visibility and standardisation in client data collection. As a result, this created duplicated effort, elongated processes, and a  a poor experience for clients and internal teams.  

After reassessing its approach, the bank selected Xceptor to automate and orchestrate the post-onboarding account creation process. Xceptor was integrated to normalize and distribute client data from PEGA to internal systems, automate data processing and record creation across CRM, risk, and compliance platforms, and handle bulk onboarding requests efficiently. Adopting Xceptor is also aligned with the bank’s broader transformation agenda, aiming to modernize and streamline its operations and enhance the experience for clients and internal teams. 

Unlocking PEGA’s Potential with Xceptor

Prior to implementing Xceptor, the PEGA workflow tool was underutilized, providing limited visibility into the onboarding process and creating bottlenecks across multiple teams.  

With Xceptor in place, PEGA can now serve as the structured intake point for the bank’s onboarding requests. Once a client is onboarded and ready-to-trade, their Account Manager or onboarding representative submits the request via PEGA. Xceptor then acts as the central orchestration layer, receiving the data, normalizing it, and distributing it across the bank’s internal systems. Automatically.  

In the case of incorrect data, Xceptor manages these breaks through normalization and exception management within the Xceptor platform – where cases are routed and assigned to the relevant teams to resolve automatically.