What we did With an Agile, highly customer-focused project approach, we helped implement a fully automated (STP) process for all the bank’s mortgage labels. The interest rate can be adjusted in the customer environment at any time – whenever the customer wants. Customer-specified costs and possibilities can be found here. All conditions are supported: from free to redemption to interest funds. Processing is done automatically. There is a digital emergency procedure for exceptions.
What we achieved The solution has led to a major increase in customer satisfaction, both among customers and intermediaries. Additionally, the process design has provided the bank with a solid foundation for automating other changes. For example, it has resulted in the ‘DIY mortgage.’ The process design received the highest group audit score.
What they said “The political concern has been eliminated, and focus has been placed on the customer. This solution – unique in the market – is pragmatic and feasible, so all customers can be reached. Another important aspect was confidence: we worked together and celebrated our successes.”