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OSB Group Cuts Customer Onboarding to Under 10 Minutes

How cloud banking put more control in customers’ hands.

Summary

A cloud-native platform made banking tasks simpler and faster.

90 %

straight-through processing

13 %

self-service options for customer independence

10

minute onboarding time

hero-customer-story-future-ready-bank

Client

OSB Group

Industry

Financial Services

Topic

Modernization & Engineering

Intro

OSB Group is a specialist lender and savings provider whose roots stretch back 150 years in financial services in the United Kingdom. When it faced challenges from outdated IT and evolving customer expectations, it knew it was time for a change.

Partnering with Publicis Sapient, OSB Group built around a cloud-native stack with a greenfield core banking platform. The work gave OSB Group the opportunity to rethink how technology supported the bank and its customers, creating a digital foundation designed around simpler banking and less dependence on legacy systems.

The Problem

OSB Group recognized that legacy IT systems left them unable to scale, risking their competitive edge. As a traditional, high-touch bank, OSB Group were challenged with outdated processes, slow decision-making and sustaining team engagement. They needed a modern, scalable solution to meet evolving customer needs, manage vendor complexity and improve operational efficiency.

The Solution

Publicis Sapient and OSB Group laid the foundation for a greenfield bank, leveraging cloud technology, composable architecture and agile methodologies to create a modular, cloud-native platform powered by Mambu, Salesforce, nCino, Azure and 10 other fintech tools. Within 12 months, a “friends and family” release launched, followed by the colleague and full public launch, prioritizing customer-centricity and scalability. Publicis Sapient and OSB Group continue to build capabilities for this new banking platform, driving change across business functions and operations.

The Impact

Supported by a robust IT infrastructure and agile processes, the bank is now poised for growth, innovation and long-term competitive advantage.

"

Publicis Sapient has been instrumental in our progress. What differentiates them in my mind is their engineering skills. Their engineers are working side-by-side with us, driving the business transformation.

"

— Matt Baillie

Group Chief Transformation Officer, OSB Group

"

Our partnership with Publicis Sapient is built on shared goals and a mutual culture of collaboration, combining bold thinking with our 150-year heritage to deliver meaningful change for our customers. This achievement is a testament to the power of partnership and the dedication of our teams. Together, we’ve built a truly customer and colleague centric bank by embracing new technologies to drive our transformation forward, meeting the needs of both new and existing customers while staying true to the values that have earned their loyalty over the years.

"

— Clive Kornitzer

Group Chief Operating Officer, OSB Group

Meet our authors

Bradley Gamage

Senior Client Partner, Financial Services

Mark Smith

Vice President, Financial Services

Viola Fernandes

Senior Director, Core Banking Transformation

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