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4X faster innovation

75% decrease in
development time

30+ markets served by developer portal

Challenge

Thriving in an era of technological disruption

As one of the world's largest banks, HSBC serves over 40M customers across the world. The bank is a witness to the power of technological disruption in the financial services space. With technology came new regulations, higher customer expectations, and more competition — forcing HSBC to drive disruption or be disrupted.   

To be the disruptor, HSBC needed to use APIs to securely unlock data from thousands of applications and make core banking services available to internal and third-party developers.

Objectives

Improving the customer experience and opening new revenue channels

To achieve their objectives, HSBC drove innovation by focusing on:

  • Launching an API developer portal to make it easier for internal and third-party developers to find and adopt Open Banking APIs
  • Increasing customer loyalty by offering a connected customer experience inside and outside the bank
  • Opening new revenue channels by partnering with third-party platforms to deliver new HSBC products and services

Solution

Building the bank of the future

To become the bank of the future, HSBC needed to transform itself into a digital platform powered by APIs. The team partnered with MuleSoft to implement an API-led approach to connectivity — enabling the bank to surface data from legacy systems and applications using APIs.

HSBC developed APIs for core banking services — such as credit cards, mortgages, and payments — and provided them to developers to accelerate innovation. For instance, HSBC’s team used internal APIs, such as the accounts API and transactions API, to develop the Nudge app. The app helps customers manage their finances by enabling them to spend less and save more, as well as get suggestions on tailored products or services.

HSBC also harnessed the power of external APIs to drive collaboration and open new revenue channels. HSBC’s partnership with MuleSoft has allowed the bank to evangelize its API ecosystem.

The bank developed an API portal using Anypoint API Community Manager, which is built on Salesforce Community Cloud and Salesforce Service Cloud. The portal enables internal and third-party developers to reuse APIs to offer new products and services for customers.

For example, HSBC now has the opportunity to release APIs to online real estate companies who want to provide a seamless property purchasing experience. Third-party developers will be able to simply use HSBC's API portal to access a range of Open Banking APIs, such as the Mortgage Eligibility API and Account Information API. Developers can then use the APIs to embed HSBC’s mortgage services onto their site — enabling customers to choose a property and apply for a mortgage in a single interface.

With API Community Manager, HSBC was able to build an API ecosystem that powers industry-leading services and innovative partnerships.

“With MuleSoft supporting our API program, HSBC is leading innovation in a highly competitive developer-driven third-party ecosystem. Using Anypoint Platform, we can easily integrate with new internal and external applications and create new digital capabilities that deliver personalized experiences.”

Dinesh Keswani

Dinesh Keswani
Group CTO and CIO of Retail Digital Banking, HSBC

Results

Accelerating innovation by 4x

Through its API ecosystem and API-led approach, HSBC has quadrupled the speed of innovation — releasing Open Banking APIs, delivering seamless customer experiences, and forging new partnerships. 

Additionally, HSBC’s Open Banking API portal now spans more than 30 markets and three global businesses — serving over 30,000 HSBC developers and thousands of third-party developers. “HSBC is driving incredible innovation in the era of Open Banking through API-led connectivity,” said Keswani. “We are moving to serving customers across multiple online and offline channels.”

“With MuleSoft, HSBC has built thousands of APIs in an application network and deployed them across multiple environments to deliver new and consistent experiences. We’ve been able to reduce our app development time by 75% and release new functionality to consumers every two weeks versus once a quarter.”