Digitisation and innovation

We launched open banking services. Customers were given the option to add accounts held with other banks to Santander Bank Polska S.A.’s online banking and mobile application. Currently, customers can add accounts from seven banks (PKO BP, Pekao SA, mBank, BNP Paribas, Alior Bank, ING Bank Śląski and Bank Millennium.) and order transfers from them both online and in the mobile application: Thanks to the implemented services, users of the Santander mobile application can see their finances in one place, even if they have accounts in different banks.

We initially launched the bot as an assistant supporting the staff of our Multichannel Communication Centre and advisors in branches in customer service.

At the beginning of the COVID-19 pandemic, the chatbot was used to convey automated communication about new topics. This solution worked well and so we decided to extend it to further audiences. Currently, Santi supports the client in a number of sales and service topics on various subpages of the santander.pl website.

The new platform increased the efficiency of handling corporate customer cases. The solution reduces turnaround time and makes it easier to resolve customer requests within just one contact with the bank. We were the first bank in Poland to implement a cloud-based CRM using one of the world’s most innovative Salesforce CRM systems. Additionally, bankers have gained, among other things, remote access to all the most important information on customer issues.

The introduction of a new cloud-based customer data management tool is another step on the way to better alignment of the services and products to the dynamically changing needs of customers. Through this innovation, we are embarking on the next stage of the bank’s digital transformation.

We introduced a number of services that not only complement our offer, but above all support companies in their daily operations. The solutions are provided by our business partners, the market leaders. These services are fully integrated with our e-banking through which we make them available. All the customers have to do is to go through a simple online process accessible from the Services tab. eInvoicing supports prompt payment of invoices, eCollection helps collect invoice payments and eContracts offers the possibility to enter into and sign civil law contracts remotely – the only requirement is that the other party to the contract should also use Santander’s e-banking services.

All these solutions are described in more detail here.

We constantly seek out the most interesting Polish start-ups to test their solutions that can expand our offer. We support the Accelpoint accelerator. The cooperation consists in recruitment, testing and implementation of solutions by start-ups mainly from the FinTech sector. The accelerator programme, AccelUp is designed for mature start-ups offering solutions ready to be implemented by a partner. Start-ups participating in this initiative receive financial support and mentoring from industry experts. They also have the opportunity to apply for support from international investors, including the Santander InnoVentures fund.

We are currently in the course of the last, 4th round of the programme, to which we have invited six start-ups. In the previous editions we realised a total of fourteen proofs of concept. Three collaborations ended in commercialisation. The project is financed by the Polish Agency for Enterprise Development.

Thanks to cooperation with Symmetrical.ai Fintech, bank employees have access to the money they earn when they need it. Using the Symmetrical app, they can pay out part of their salary as early as in the first half of the month. The amount available for payment depends on the number of days worked in a given month and can be found in the employee’s account within a few minutes. We also offer this innovation to the employees of our corporate clients. The value of this solution is to help employees in situations when they suddenly need cash and do not want to take a loan. The application and the whole process from the user’s perspective is simple and fast.