The Challenge: Case for Transformation to improve customer experiences
In today’s rapidly changing environment there are more shifts than ever before among digital technology, government regulation and the demands of customers. For the financial sector, this period of evolution has meant a reevaluation of what it takes to be truly successful.
Pepper, Australia’s leading alternative lender to banks, has made a significant impact on the market with a team of 750 employees throughout Australia and New Zealand tasked with producing a variety of lending solutions to “help people succeed.” To maintain its competitive advantage and meet the demands of evolving market conditions, Pepper undertook a large-scale transformation project of its information technology systems. This project was focused on the development of solutions to support its customers and employees alike.
A key driver for the transformation was the reliance on a strong technology foundation. By focusing their energy on enhancing customer experiences and overall satisfaction, the team at Pepper has been able to automate their business processes. Without this enhancement, they would have been burdened with maintaining older technologies that fell short of their criteria for success.
Speaking of Pepper’s investment in the Microsoft ecosystem, Pepper’s CIO, Jeremy Francis, notes, “Over the last two years, working with Microsoft partner Canon Business Services (formerly Harbour IT), Pepper has transitioned a significant portion of its workloads across to Azure, with ongoing work of leveraging further platform capabilities.” Pepper has utilised Software as a Service (SaaS) platform where appropriate but retained the ability to offer custom tailored solutions when necessary. By maintaining control of the technology environment, the organisation was able to reduce its reliance on third party providers in the areas where Pepper saw an opportunity to differentiate with technological capability.
Francis continues, “That’s led us to shift towards building our own proprietary applications where it makes sense, run those applications on platforms like Azure and be able to work in an agile way so that we can not only create that differentiation but do it in a really rapid way.” This setup helps the organisation maintain its advantage and offer unique solutions to real-world problems for its internal teams and user base.