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People First Bank, Australia's biggest mutual banking merger, goes digital-first
Heritage Bank and People's Choice Credit Union - Australia's two largest customer-owned mutuals - merged in 2023 to form People First Bank. Rather than running two brands side by side, the bank went all-in on a single national identity, powered end-to-end by Backbase across every digital touchpoint.
750,000+
En un mundo impulsado por la IA, los sistemas heredados no solo ralentizan, sino que lo excluyen del crecimiento real. Para competir, los bancos necesitan una base modular diseñada para ofrecer velocidad, inteligencia y escalabilidad.
customers
$25.3 billion
En un mundo impulsado por la IA, los sistemas heredados no solo ralentizan, sino que lo excluyen del crecimiento real. Para competir, los bancos necesitan una base modular diseñada para ofrecer velocidad, inteligencia y escalabilidad.
total assets
Adelaide & Toowoomba
En un mundo impulsado por la IA, los sistemas heredados no solo ralentizan, sino que lo excluyen del crecimiento real. Para competir, los bancos necesitan una base modular diseñada para ofrecer velocidad, inteligencia y escalabilidad.
headquarters
Objectives
Following the merger, People First Bank needed to retire two legacy platforms and launch a single, unified digital experience under one brand, without disrupting service for either heritage member base. The bank also wanted its first true digital-only onboarding journey, something neither predecessor had offered before.
Solution
People First Bank chose Backbase as the digital foundation for the new brand, now powering new iOS and Android apps, a redesigned online banking experience, and digital onboarding - letting new-to-bank customers open an account entirely online for the first time.
Results
People First Bank added 45,000 new customers and reached a Net Promoter Score of +31 - nearly three times the ANZ industry average, with a 4.6 app store rating. It now has a strong digital foundation to keep innovating as it works toward becoming Australia's most trusted and loved bank.
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This is a major step in a broader transformation program that is modernising the technology that supports our customers and our people. Over the past three years we have delivered a new residential lending platform, and now a completely new and enhanced digital banking experience. Importantly, we have done this in a way that creates a strong basis for future delivery, allowing us to continue improving digital banking, while progressing payments and core banking initiatives in the year ahead.
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See how Backbase consolidates fragmented banking systems into one seamless digital experience
