Financial Services

Single-Window System for a European Bank to Improve Customer Service and Lower Expenses

The client is a Ukrainian universal commercial bank headquartered in Kyiv. It offers a full range of banking services to corporate and retail customers. They are a part of the Consortium, which is one the largest privately owned investment groups, with interests in commercial and investment banking, asset management, insurance, and retail trade.

Business Challenge

Responding to market trends, the client began to increase their business in retail banking products and services. In the course of expanding their branch network, the bank faced challenges in front office automation. At that time they were using three to eight different information systems and databases to sell bank products. This resulted in service taking too long for clients, as well as security issues and excessive costs for onboarding and training of employees. The client needed a new solution to avoid the complicated process of selling a bank product or service.

Project Description

SoftServe offered the client an “analysis phase” for gathering all business and technical requirements to build a solution vision. As a result, the final version of the solution was selected and agreed upon. The SoftServe team also developed a proof of concept to demonstrate its feasibility.

SoftServe also implemented a main front-office solution with functions such as viewing and managing existing client products and services, as well as working with open and archived client orders. In addition, sales processes for all required banking products and services were realized. Communication and interaction with other systems within the bank was based on the principles of service-oriented architecture (SOA), with enterprise service bus as an additional layer. These provide the required level of isol ation while also providing service functions like transport, monitoring, data transformation, etc.

Value Delivered

The solution implemented by SoftServe:

  • Decreases and maximizes client service time
  • Reduces costs for the education of new employees by being more user-friendly and simple
  • Reduced the load of the support team, as it’s web-based, working in a web-browser without supplementary installation software
  • Provides better security by eliminating the saving of sensitive client data on user’s desktop
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