Supports platform growth by scaling from two billion API calls per day to 13 billion within two years with Apigee
Boosts customer satisfaction by enabling multiple daily releases of APIs for its mobile app thanks to Apigee
Enables development of tailored offerings for customers through data insight from Google Analytics 360 and BigQuery
Trust Bank needed a sophisticated and scalable API management platform to build a partner ecosystem for its mobile app. The bank adopted Apigee and gained the ability to scale from two billion API calls per day to 13 billion, while releasing multiple daily APIs.
Trust Bank needed a sophisticated and scalable API management platform to build a partner ecosystem for its mobile app. The bank adopted Apigee and gained the ability to scale from two billion API calls per day to 13 billion, while releasing multiple daily APIs.
APIs are the crown jewels of our organization. That makes Apigee essential to enabling Trust Bank to leverage these critical digital assets and bring customers a combination of world-class mobile banking services with a unique lifestyle proposition. It's a virtuous circle of value. Adopting Apigee has paid off several-fold.
Srinivas Patil
Chief Technology Officer, Trust Bank
Imagine a digital bank that goes beyond the standard banking services — that is the promise of Trust Bank, where customers in Singapore get to enjoy a host of benefits. Since its launch in 2022, customers have been able to benefit from savings on groceries and food as well as access vouchers for lifestyle, entertainment, and travel deals seamlessly through the Trust App.
As a digitally-native bank, Trust Bank is at the forefront of the digital banking experience. It has a distinguished pedigree, backed by a unique partnership between Standard Chartered, a banking institution with more than 160 years of history in Singapore, and FairPrice Group, the nation's leading grocery chain for half a century. This partnership gives Trust Bank a foundation of credibility and deep expertise of the Singapore market.
To offer a unique banking and lifestyle proposition through its app, Trust Bank needed a sophisticated and scalable API management solution to enable interaction with merchant partners and software service providers.
The rapid growth of Trust Bank, reaching over 100,000 customers within two weeks, meant that the initial API management service and integrations would need to be scaled up to address the growing demand. The organization turned to Apigee for a solution allowing it to deploy APIs securely, efficiently, and in real-time, aiming to continuously meet customer needs with appealing offerings.
"APIs are the crown jewels of our organization. That makes Apigee essential to enabling Trust Bank to leverage these critical digital assets and bring customers a combination of world-class mobile banking services with a unique lifestyle proposition. It's a virtuous circle of value," says Srinivas Patil, Chief Technology Officer, Trust Bank. "Adopting Apigee has paid off several-fold."
Unleashing unlimited API scalability and creative ecosystem synergy
In just over two years, Trust Bank expanded to over one million customers, making it one of the world's fastest-growing digital banks. An enabler of this growth has been the deployment of Apigee as its primary application channel, which manages all API traffic from the mobile app and various merchant partners or software vendors.
The significant improvement in terms of user-friendliness and intuitiveness made it an easier process for the team when it came to automated API pipelines and being compliant with security and regulatory restrictions for connecting with external partner networks.
"With Apigee, we have the assurance that any API that gets exposed to an external channel comes pre-built with security and compliance checks. That means we spend less time on manual validation while ensuring that we meet necessary standards," says Patil. "That frees up our team for creative work."
With the automation pipeline built with Apigee, our self-service capability for developers comes at a click of a button, so we're able to expose a new API within minutes. That has enabled us to innovate faster, bringing more timely benefits to customers, and enabling us to experiment and grow our product range at a rapid pace.
Srinivas Patil
Chief Technology Officer, Trust Bank
A notable example of Trust Bank's seamless integration with third-party ecosystems is its partnership with Income, a major insurance provider. Trust Bank utilizes Apigee to integrate Income's APIs while exposing its own APIs to the insurer, enabling customers to instantly access insurance products through the Trust Bank app.
The ability of Apigee to automate integration with partner backend services has significantly contributed to the scalability necessary to meet the demands of Trust Bank's rapidly growing customer base. The bank now operates more than 200 API proxies within Apigee, with over 3,000 API endpoints exposed across various channels. In just two years, API calls have increased from two billion per day to over 13 billion, effectively scaling to accommodate a growing partner ecosystem.
Crucially, Apigee has allowed Trust Bank to drastically shorten product release cycles, leading to a continuous stream of new updates and offerings for customers. The time required to expose a new API has been reduced from weeks to under five minutes, enabling the launch of multiple APIs in a single day.
"With the automation pipeline built with Apigee, our self-service capability for developers comes at a click of a button, so we're able to expose a new API within minutes," says Patil. "That has enabled us to innovate faster, bringing more timely benefits to customers, and enabling us to experiment and grow our product range at a rapid pace."
Creating personalized customer experiences with Google Analytics 360 and BigQuery
Deploying GA 360 data has enabled us to build models that provide more useful and contextual recommendations that ultimately bring a better overall experience. BigQuery interacts with GA 360 data to give us scalable ML-driven insight which we run through our models that drive the right recommendations for customers.
Srinivas Patil
Chief Technology Officer, Trust Bank
Trust Bank needed to obtain clear visibility and understanding of customer behavior to optimize its product and rewards offerings. Google Analytics 360 (GA 360) provides the bank with a comprehensive view of the customer experience, enabling it to identify friction points, such as where users are dropping off, as well as assess the effectiveness of marketing strategies.
Trust Bank leverages this wealth of data from GA 360 and deploys it in BigQuery for machine-learning analysis of customer usage patterns. This allows Trust Bank to develop ML models to provide app users personalized product recommendations and targeted Trust Bank rewards coupons.
"Deploying GA 360 data has enabled us to build models that provide more useful and contextual recommendations that ultimately bring a better overall experience," says Patil. "BigQuery interacts with GA 360 data to give us scalable ML-driven insight which we run through our models to drive the right recommendations for customers."
Exploring the future of mobile banking with generative AI solutions
Trust Bank is exploring how to utilize generative AI to enhance customer experiences and improve various business processes, including HR and logistics. The bank believes that generative AI can also boost developer productivity by automating mundane coding tasks, freeing more resources that can go toward improving the user experience at the many different touchpoints for the bank.
"Google Cloud solutions such as Apigee, BigQuery, and GA360 have enabled our rapid growth over two years, providing dynamic, personalized user experiences through our partner ecosystem. Our culture of innovation is a competitive advantage, so we're excited to explore innovative applications of Google Cloud next-generation AI tools to support it."
Google Cloud solutions such as Apigee, BigQuery, and GA360 have enabled our rapid growth over two years, providing dynamic, personalized user experiences through our partner ecosystem. Our culture of innovation is a competitive advantage, so we're excited to explore innovative applications of Google Cloud next-generation AI tools to support it.
Srinivas Patil
Chief Technology Officer, Trust Bank
Trust Bank is one of the world's fastest-growing digital banks, backed by a unique partnership between Standard Chartered and FairPrice Group, Singapore's leading grocery retailer. Born in the cloud, Trust Bank uses the best and latest technology to deliver a world-class customer experience and cutting-edge security. Trust Bank was named Best Digital Bank in Singapore at the Asian Banker Global Excellence in Retail Finance Awards 2024.
Industry: Financial Services
Location: Singapore
Products: Apigee, BigQuery, Google Analytics 360
