Overview and key figures
Rabobank is a major global financial institution, originally founded as a Dutch cooperative bank. The bank’s strategy focuses on digital transformation, process simplification, and the delivery of highly personalized and seamless customer experiences.
To achieve this, Rabobank partnered with Pega to modernize and automate key business processes using low-code and AI-powered platforms from Pega, notably Pega Customer Decision Hub to enable real-time, personalized customer engagement.
9 million clients
Globally
40% market share
In corporate lending
4 million interactions
Personalized per day via Pega Customer Decision Hub
98.7 % of customer interactions
Processed digitally via Pega Cloud
Modernize and automate key business processes through Pega Customer Decision Hub
Key Features:
Digital Process Automation
Rabobank used Pega’s low-code platform to digitize commercial lending and leasing processes, replacing slow, paperwork-heavy systems with automated workflows.
AI-Powered Decisioning and Personalization
The bank deployed Pega Customer Decision Hub on Pega Cloud® to unify customer interactions across channels (app, web, call center) and deliver one‑to‑one personalized experiences powered by real‑time decisioning and adaptive AI models.
Process Simplification and Rationalization
Commercial loan and lease documentation requirements were reduced and rationalized using Pega workflows to lower complexity.
Cloud‑Native Deployment
Rabobank runs its decisioning and customer engagement platforms on Pega Cloud, enabling high availability and zero unplanned downtime while delivering real‑time personalization.
Key Results:
Rabobank achieved significant business outcomes from Pega implementations across commercial lending and customer engagement:
✅ Commercial funding and leasing
- Loan approval processes reduced from several weeks to ~24 hours.
- Lease approvals in just ~60 seconds.
- Document requirements reduced from 10 to 3 per application.
- $80 million annual cost savings through streamlined lending operations.
✅ Customer Engagement & Marketing
- 4 × increase in click‑through rates using Pega Customer Decision Hub personalization.
- 208 % increase in conversion on targeted, personalized interactions.
- 4.7 % increase in customer lifetime value contributed by personalized experiences.
- 2.4 % reduction in cost to serve customers via automated digital interactions.
- 25 × more interactions per year compared to legacy approaches.
- Nearly all interactions fully digital (98.7 %) supporting faster service and scalability.