Bendigo Bank partners with nCino to streamline operations

By Vriti Gothi

Bendigo Bank has partnered with nCino to deliver digital banking transformations. In just 13 months, the bank integrated two separate business divisions and more than 30 systems into a single digital platform, establishing a standardised operating model designed to simplify processes, enhance efficiency and create a more consistent customer experience.

The project addressed a longstanding challenge: the bank’s Business and Agribusiness divisions had been operating on parallel tracks, with separate product origination systems, policies, internet banking platforms and customer tools. This duplication created complexity for customers and inefficiencies for staff.

To overcome this, Bendigo Bank partnered with cloud banking provider nCino to redesign its operating model. By adopting standardised functionality rather than pursuing heavy customisation, the bank prioritised speed and agility. The result was a comprehensive transformation that replaced fragmented systems with a single digital interface, introduced consistent policies and products across divisions, and created an integrated view for sales, operations, credit and post-approval teams.

The implementation was completed in record time for a transformation of its scale in the region. This has given the bank the ability to make faster decisions, streamline processes, and accelerate the rollout of new products. It has also enabled a more consistent and connected experience for customers.

“We had customers using multiple tools, bankers using multiple tools,” said Neil Edwards, Head of Business Design and Product Ownership at Bendigo Bank. “We couldn’t actually start to improve the process because we had multiple processes instead of one standardised approach. The people that I started speaking to four years ago, I’m still working with today. We take the problems we’re trying to solve and ask, ‘how do we solve it together?’ We absolutely couldn’t have done it without them”

The two organisations continue to work closely, with weekly conversations shaping both immediate improvements and long-term development.

Bendigo Bank’s transformation demonstrates how large-scale change, often considered difficult and protracted, can be achieved at pace with the right operating model and strategic alignment. As banks across Asia-Pacific face similar pressures to modernise legacy systems and deliver more consistent customer experiences, the project highlights a path forward for digital transformation in the region.