"Let’s solve it with Make": How an IT issue triggered Kroo Bank’s AI transformation

• Industry: Financial sector

• Use case: Employee onboarding & offboarding

• Country: UK

• Company size: 200-250 employees

• Apps used: Slack, Google Workspace Admin

Kroo Bank is a UK digital bank with 200-250 employees built around a vision of a world where money works in customers’ favour. 

Their internal IT faced an issue with disconnected systems. Onboarding and offboarding new employees meant handling these systems one by one, and as Kroo hired faster, the time it took compounded with every new hire.

Jamie Peppard (Operations Transformation Manager) and Rohit Rakkar (Organisational Resilience & Third Party Manager) used Make to connect stand-alone tools into a unified set of scenarios, built without help from developers, despite neither having an engineering background.

The results came fast: one legacy tool was retired completely, and the team now runs onboarding and offboarding without manual handoffs. 

The team also built an automation for incident management. It automatically raises the incident, pulls in the right people, and notifies the company, so incident managers can focus on solving the problem instead of the setup around it. Response time dropped from 20 to 30 minutes down to two or three.

But the impact went beyond merely IT or incident management. An AI-powered scenario that cleans unstructured data for reconciliation now saves up to 500 working hours, sparking more AI automation. And "let's solve this with Make" has become the default mindset company-wide.

"The biggest problem with Make is that it's so flexible. Everyone wants a piece."

          Jamie Peppard, Operations Transformation Manager at Kroo Bank

The challenge: A tool that only spoke one language

Before Make, Kroo ran onboarding and offboarding through a dedicated IT tool. It worked, but only for one thing: managing Google Workspace. Everything else - Slack access, other internal systems, new-hire communications -needed separate manual work.

As Kroo scaled its headcount, that gap became expensive. Coordinating each new hire and departure by hand across multiple disconnected systems ate hours the two-person team didn't have to spare, and the existing tool couldn't solve the problem.

The solution: One open canvas powers five unique platforms

A single ticket, a full onboarding path

The team connected its service management ticketing platform to Make through a webhook. When a new hire’s/leaver's ticket hits a specific state, a scenario fires: it creates or removes the user in Google Workspace, adds them or removes them from Slack. 

When onboarding employees, the scenario enrolls them in a message sequence that spreads useful tips out over their first weeks instead of dumping everything on day one.

The previous dedicated onboarding tool was retired entirely.

"We realized Make could connect everything the other tool couldn't. Why pay for two tools when you could pay for one?"

           Rohit Rakkar, Organisational Resilience & Third Party Manager at Kroo Bank

Make enables people to build

Before Make, any automation meant waiting on a developer. With Make's accessibility and visual canvas, Jamie, Rohit and other Automation Champions build, test, and rework scenarios themselves.

That speed compounds. They now maintain roughly 450 scenarios, with about 120 live across the business, covering everything from password resets and incident responses to a growing internal IT service catalog.

An AI assist saved up to 500 hours

Kroo Bank has started using AI to solve specific problems. One scenario combined Make with AI reasoning to clean a messy, unstructured dataset for a reconciliation task. The build took two hours. It saved an estimated 400 to 500 working hours.

With risk assessments and a confidential data setting, Make helped Kroo create this automation without touching sensitive customer information.

The result: “There’s a problem, let’s solve it with Make”

Kroo reached multiple strong measurable wins: 

• Incident response cut from 20 to 30 minutes down to two or three

• A dedicated onboarding tool retired entirely, while Kroo’s supplier management system is on the same path, potentially saving 40 hours a week

• AI saves up to 500 hours on reconciliation tasks

• Kroo runs 450 scenarios; 120 are live across the business

But the bigger shift is the mindset. A few years ago, when Kroo had an operational problem, the tech ops team had to make the case for automating it. Today, Make is the first option on the table on every company level.

"Before, it was: there’s a problem, how do we solve it? Then our team would raise a hand and say we think we can use Make for it. Now it’s: we have this problem, let's check first if we can solve it with Make."

           Rohit Rakkar, Organisational Resilience & Third Party Manager at Kroo Bank

Part of a broader shift: From admin team to transformation team

The automation success changed Jamie and Rohit’s team's structure. What used to be one broad SRE (Site Reliability Engineering) function was split in two. Acknowledging the process improvements they've done with Make, the duo became a dedicated Tech Ops team.

A further change is already in the making: turning Tech Ops from an IT support function that happens to improve processes into a team whose core mandate is process improvement itself.

And so a single IT issue sparked a wider AI transformation.

That’s how the real change starts.