Digitisation and innovation

GRI:

[103-1] Explanation of the material topics and their boundaries
Material topic: Prevention of financial exclusion, financial education
[103-2] The management approach and its components
Material topic: Prevention of financial exclusion, financial education
[103-3] Evaluation of the management approach
Material topic: Prevention of financial exclusion, financial education
[Custom indicator] Number of customers using mobile and online banking
[Custom indicator] Products and initiatives addressed to Small and Medium Size Enterprises (SMEs)

We strive to ensure that our bank increasingly gives customers the opportunity to personalize their services and products on their own, by means of appropriate parameterization (without engaging advisors). These solutions are supported by the progressive digitization of banking processes and the growing number of customers who prefer remote channels.

We have 2.5 million digital customers,

of whom 1.6 million customers use mobile banking

We offer our customers a wide range of payment methods

Santander Bank Polska offers its customers the widest range of mobile payments in Poland in terms of solutions and technologies. We were the first in the Polish banking sector to offer all types of mobile payments, including contactless payments with mobile phones in Santander mobile: BLIK, Apple Pay, Google Pay, Fitbit Pay and Garmin Pay. Our customers can pay for their purchases:

by phone
with a tablet
with a watch

Customers can execute transactions in:

points of sales
e-commerce
applications

At Santander Bank Polska we believe that creating innovation relies on the right combination of addressing customer needs with business and technology. We are constantly looking for new concepts, we cooperate with start-ups, we design solutions in order to provide our clients with the best possible experience. 2019 was a very intense year for us, as we wanted to deliver a range of products and services, so that our customers can bank efficiently and effortlessly. In 2020, despite the crisis, we are not slowing down, because right now our customers need innovative solutions most. We intend to focus on further support of entrepreneurs and full digitalization of processes and climate change is also on our agenda.

Dariusz Paczewski

Digital & Innovation Leader

Santander One Pay FX

Santander One Pay FX is the first instant foreign payment service for retail and corporate customers based on blockchain technology. It gives customers ordering foreign transfers certainty that the money will appear in the recipient’s account on the same or next day. Another convenient feature is that customers are informed about the exact amount in the target currency to be credited to the beneficiary’s account even before the transfer is made.

The development of the Santander One Pay FX service is aimed at increasing the ability to send foreign currency amounts via new access channels instantly, including new currencies and directions.

Instant payments

We consistently implement projects promoting instant payments. Retail and business customers can use all types of instant transfers in PLN available in Poland to the widest extent and according to the highest security standards, which is also crucial. Instant money transfers can be sent not only from our bank account, but also from our credit card account. Dedicated solutions ensuring immediate settlements can also be used by the largest, most demanding company recipients carrying out the largest payment volumes, such as PayPal.

Innovations introduced in 2019 allowing customers to use the bank's services more easily and safely

GRI:

[Custom indicator] Products and initiatives for small and medium-sized enterprises (SMEs)

eAccounting for entrepreneurs

Our e-accounting is a service addressed to our customers who are sole traders. The solution makes it easier for them to manage their company’s finances online. Customer can issue invoices electronically and manage the accounts themselves or with the help of a qualified accounting office – all from their computer or smartphone. This was the first project in our SME segment to establish cooperation with an external partner – a fintech providing e-accounting services to our clients.

Automatic moneyback from Booking.com

Bank customers booking accommodations on Booking.com via a dedicated website, after entering the details of their card issued by Santander Bank Polska receive an automatic 4% moneyback transferred by Booking.com directly to their card or account. All bank customers who have a debit or credit card and make a reservation through the website http://booking.com/santander can take advantage of the promotion. We introduced this solution for debit cards as the first bank in Poland and for credit cards as the second one.

Santander Bank Polska provides training with the use of VR goggles

Santander Bank Polska implements an innovative training program for advisors from the branch network using virtual reality. The trainings rely fully on multimedia and have been designed at the initiative and with the participation of bank employees. They allow employees to check and improve their skills of supporting clients in various situations.

We develop innovation through the Acceleration Programme

Our bank is constantly looking for the most interesting Polish start-ups to test their solutions which can expand our offer to meet customers’ expectations and provide them with the highest quality service. In the process of cooperation with start-ups, the bank supports the Accelpoint accelerator. The cooperation covers recruitment, testing and launch of start-ups mainly from the FinTech sector. Start-ups participating in the project called AccelUp receive financial support and mentoring of industry experts.

The AccelUp acceleration program is designed for mature start-ups offering solutions ready to be implemented by a partner. Companies qualified for the program have the opportunity to apply for support from international investors, including Santander InnoVentures Fund.

In the first round of the program, conducted in 2019, 51 start-ups submitted applications to the accelerator and 42 of them were positively evaluated. In the bank, we selected and carried out five pilot accelerator projects, two of which are being prepared for implementation.

The second round of the programme is currently underway and we are preparing for the third round. The project is implemented in cooperation with the Polish Agency for Enterprise Development.

Salary When I Want It

In 2020, as the first bank on the market, we introduced the possibility for our employees to receive part of their salary before the payout date. The solution was implemented with the participation of Symmetrical start-up from the FinTech sector, which offers flexible access to remuneration from a mobile application. The pilot was carried out as part of the AccelUp project implemented with Accelpoint accelerator.

Thanks to the Salary When I Want our employees:

have the opportunity to access their remuneration for work when they need it;
manage their finances flexibly – money is quickly available on the account;
control the entire process from an easy-to-use application.

Innovation projects and activities planned for 2020

Chatbot

This solution will allow for holding an automatic conversation in the chat room in a natural language, during which customers will obtain the information they need about the bank’s offer. Moreover, the advisors will be able to use the chatbot to gain knowledge needed in their daily work with customers.

Cash loan over the phone in the bank branches

The pandemic situation requires us to be flexible in our approach to customers and service. Our goal is to make it easier for customers to purchase services, as well as to earn trust and offer a sense of security. Therefore, in selected branches we have introduced cash loan sales based on the existing service processes in the Multichannel Communication Centre.

We will focus on applying innovation in response to the coronavirus pandemic.
We are strengthening cooperation with our Group in the digital area – we are building common APIs (databases), exchanging technology, planning joint actions in the field of start-up acceleration.
We intend to provide clients with an aggregator for accounts from other banks, using the PSD2 API.