Digitisation not only requires a fundamental rethinking of existing business models and services, but also forces providers to offer certain basic services via digital channels.

In addition, customers want more freedom and flexibility when and where they want to do business. This in turn forces providers to offer more and more self-service functions such as digital onboarding.

ESOT is the name of our transformation framework, which we follow in such digital transformations:

• Emmbedd your Customer
• Strict your Employee
• Optimize your Processes & Technology
• Transform your Products & Services

Customer journey, touchpoints, user interface, seamless integration of technical solutions and a high degree of automation play a decisive role. The result is a personalized, integrated and intuitive platform for the processing of many basic and additional services related to personal banking for a user group.

Thanks to the transparent information policy between the bank and the customer, the new digital self-service platform has meant that many administrative tasks have been left to the customer, resulting in higher data quality and up-to-dateness.

The bank's customer advisors are relieved of these administrative tasks and can focus more on effective financial advice again.