Transforming Digital Banking. How Aldermore Bank Elevated Customer Experience with a Scalable Cloud Solution
“By partnering with Catapult, Aldermore has not only improved its customer experience but has also built a resilient infrastructure that will support future growth and innovation. With the ability to iterate quickly and scale effortlessly, Aldermore Bank is now well-positioned to meet the evolving demands of its customers and the financial sector.”
Danielle Soto
Managing Director of Savings
91
HOURS
Saved per month through process improvements
65.8
NPS increased from 46.5 to 65.8 peaking at 70.3
130
HOURS
Saved per month due to self-serve features
THE CHALLENGE
A modern experience, held back by legacy systems
Aldermore needed to improve its online customer journey to remain competitive in a fast-evolving digital banking market. Its legacy platform was difficult to scale, slow to evolve and increasingly out of step with user expectations.
Key challenges included:
- A legacy platform with limited flexibility and scalability
- UI design and customer journeys that created frustration
- Slow, high-risk change processes that delayed feature delivery
- No IP ownership or ability to fully control and customise the platform
- The need to meet stringent FCA, GDPR and DPA regulatory requirements
THE SOLUTION
A cloud-native platform, engineered for growth
Catapult designed and delivered a scalable, cloud-native platform that put user experience, security and agility at its core.
Key solution elements included:
- Cloud infrastructure provisioned via Infrastructure as Code (IaC) using AWS
- CI/CD pipelines and feature flagging enabled daily releases with zero downtime
- DevSecOps practices embedded security into the development lifecycle, including real-time threat detection
- MVP definition and Minimum Viable Replacement (MVR) to ensure continuity and reduce risk during transition
- Modern front-end architecture with SSR components built from Aldermore’s Figma designs using NodeJS
- Private beta testing, stress-tested in real-world conditions before launch
- Automation of routine tasks and customer interactions to reduce reliance on manual support
“In a competitive banking landscape, customer experience is everything. Our new platform has allowed us to streamline digital interactions, making opening and servicing accounts easier for our customers. As we expand our customer base, the platform enhancements and our dedication to ongoing innovation have helped reduce the number of customer calls we receive. This is a testament to the design and user-centric approach we’ve taken with our digital transformation.”
Danielle Soto
Managing Director of Savings
THE RESULTS
Immediate value. Long-term resilience
The new platform gave Aldermore full control over its digital experience, built for scale and designed to evolve.
Key outcomes:
- NPS (Business Savings customers) rose from 46.5 to 65.8, peaking at 70.3
- 31 hours per month saved through automation of account updates and emails
- 130 hours per month saved via reduced email enquiries thanks to self-serve features
- 91 hours per month saved by preventing premature account funding through process improvements
- Reduced inbound customer calls, improved account servicing, and faster iteration
- The platform went live with no major incidents
By partnering with Catapult, Aldermore delivered not only a modern platform but a digital foundation for ongoing growth and innovation.
