PNB partners with Tagit to launch an innovative mobile app to delight its digital first customers

Philippine National Bank (PNB) is a full-service financial firm with 70 overseas branches, representative offices, remittance centers and subsidiaries across Asia, Europe, the Middle East, and North America.

Market and business challenge

The Philippines has traditionally been a market focused on low-cost feature/function phones.  However, with the introduction of reasonably priced smartphones, Filipinos have rapidly made the shift to the smartphone devices and are using them for both social engagements and commerce.

To take advantage of the smartphone adoption trend,  PNB wanted to launch a robust, user-friendly mobile and internet banking capability to better engage digital natives and millennials, and transform its brand perception in the market of being a only a traditional “brick and mortar” bank.

The approach

Working with the PNB Digital Team, Tagit used a hybrid development and delivery approach of Waterfall and Agile methodologies.  While a bit unconventional and a first for PNB, the new digital omni-channel capability was delivered in 8 months from conceptualization to production.

Results

  • Customer feedback has validated that PNB is delivering a seamless customer experience and customers re satisfied with the functionality of the digital channels
  • A shift away from transactions at the bank branch and agents has delivered a lower cost of the transactions to the bank
  • The new channels have provided PNB a basis for additional fee income

“We chose to partner with Tagit to help revamp the digital presence of our bank. Alongside them, we were able to deploy a digital omnichannel experience which covered the PNB Internet Banking and Mobile Banking capabilities. Tagit is our partner of choice with their broad experience and deep expertise in digital journeys and we continue to work with them to enhance our digital presence in the market.”

Mr. Martin Reyes
Head of Digital

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