Pepper Money delivers world-class self-service with a universal customer portal

Pepper Money operated separate portals for each of its product lines - personal loans, personal asset finance, and home loans - each delivering an inconsistent customer experience. Self-service capabilities were minimal, leaving customers with little choice but to contact the call centre for routine tasks such as updating personal details or obtaining a loan payout figure.

Customer surveys and NPS data made it clear that expectations had moved on. The existing portals were unable to deliver the modern experience customers demanded, and upgrading them was not a viable path forward. A more fundamental rethink was needed.

Pepper Money's vision was to unify the experience across all product lines and deliver a modern, intuitive digital platform that would give customers the freedom to manage their loans on their own terms, whenever and wherever it suited them.

Pepper Money set out to consolidate its product lines into a single, world-class customer portal, delivered fast, without compromising on quality or the pixel-perfect user interface they envisioned. Having seen success with low-code development, the team knew it was the right approach for speed, but needed a platform flexible enough to support their long-term digital ambitions.

After a comprehensive market assessment, Pepper Money selected OutSystems as the only low-code platform capable of meeting their exacting standards. They partnered with PhoenixDX, the deepest OutSystems expertise in the Australian market, to bring the vision to life.

In just six months, my.peppermoney was live. The unified portal gives customers a single login across all personal finance products, with a clear dashboard spanning personal loans, asset finance, and home loans. Fully responsive and accessible on mobile and tablet, the platform puts self-service firmly in the hands of the customer, making it easier than ever to manage and control their finances on their own terms.