CASE STUDIES

Client

Oma Säästöpankki

Business

FINANCE / BANKING

Categories

Mobile apps

Oma Säästöpankki Oy is the largest savings bank in Finland. Oma Säästöpankki serves its 135,000 customers via 39 branches and 250 employees who take care of the highest level of customer satisfaction every day. Oma Säästöpankki is a modern organization that puts its clients first. It is a bank of many possibilities, which strives for long-term growth through better understanding of customers and adapting to the changing needs of users. Unlike to traditional banking, OmaSp offers extensive mobile banking to be even closer to its clients and enable them to take care of banking matters anytime and anywhere without the need to visit a branch office.

 

 

 

Challenges

OmaSp, as a bank wishing to be in step with the changing needs of its clients, needed a simple tool for mobile communication its clients and the bank. OmsSp already had an application design and concrete specifications, it only needed a team that would refine the assumptions and implement and integrate the designed solution.

 

 

Goals and expectations

IMPROVEMENT OF COMMUNCATION

implementation and integration of a professional solution to improve the bank system of communication between clients and agents

CONVENIENCE AND MOBILITY:

creating a simple to use, friendly mobile application for organizing online meetings with bank clients.

NEW SOLUTIONS:

development and implementation of new functionalities that will improve the work of agents and make it easier for bank clients to use the application

The basic assumption of the project was to improve communication between bank employees and clients. The main element of the system is a modern mobile application (iOS, Android) integrated with the Twilio service and a backend hosted on the Microsoft Azure platform. Thanks to efficient communication with the client and full transparency, cooperation was at the highest possible level.

Sylwester Wiecorkowski

Lead Developer /Leaware

Users

CLIENT

The application allows the user to arrange an appointment online with a bank agent. The user can register or make an appointment without registering. Using the application is only possible for customers who have a finnish phone number. Telephone numbers are verified by a 6-numeral SMS code. After booking a convenient date for an online meeting, the user receives an SMS message with a super link to the virtual meeting room. Registered users have additional privileges. They can choose the office and agent with whom they want to make an appointment, talk to a bank agent via chat, and also use the screen sharing option.

AGENT

Every bank employee who supports video chats with clients has their own profile in the application. Using the panel, you can see a list of registered users and the dates of following online meetings. During the meeting , the bank agent can use the chat and share the screen with the client.

Implemented solutions

CHANNELS OF COMMUNICATION

each user can use the implemented solution via mobile application (video, voice, chat) or screen sharing option

COMMUNICATION PLATFORM

Twilio platform was chosen for the purpose of the solution, it is a cloud communication platform that allows building SMS, Voice & Messeging applications on the API.

LANGUAGE VERSIONS

the application is available in three language versions: Finnish, Swedish and English.

MOBILE OPERATING SYSTEMS AND BROWSER

the application is adapted and designed for: iOS 9.0, Android 5.0 or Chrome 28, Firefox 22, Safari 11, MS Edge 12 and newer versions of these systems.

STANDARD INTEGRATIONS

Nexmo (SMS), Sendgrid (Email) Firebase (Analytics), HockeyApp (trial versions of the application)

ANALYTICS

the administration panel of the implemented solution is equipped with many functions for collecting and analyzing data. It allows you to manage users, search users and block and delete individual accounts. The panel enables downloading of recordings from agents' conversations with clients. Allows you to monitor and collect data such as: number of customers, number of agents, number of booked meetings, number of meetings held, average duration of meetings, percentage of users in the chat, percentage of registered and unregistered users, etc.

Technologies

Xamarin

is a technology that allows you to create native Android / iOS applications using C # and the .NET platform. By using this technology, approximately 80% of the application code between the platforms is shared. This means that the programmer does not have to write a separate application for Android and iOS, which shortens the project duration and its costs. Xamarin also allows you to easily develop application functionality in the future.

Angular

is an open framework (frame for building applications) and a platform for creating SPA (web applications on a single page), written in TypeScript and supported and developed by Google.

.NET

is a programming platform developed by Microsoft, its task is to manage various system elements such as application code, memory and security.

SQL AZURE

is a relational database management system that extends the functionality of the MS SQL Server system and is implemented in a cloud Microsoft system that offers data storage as part of Microsoft Azure.

MS Azure

is a Microsoft cloud platform created in the PaaS model. It provides mechanisms to process data and store them.

Swagger

is a library that allows you to easily visualize and use the application programming interface (API) while creating its documentation.

Summary

In order to meet the changing needs and expectations of clients, OmaSp, wants to be in step with tchem and is constantly developing mobile banking. The recently implemented video chat application is very popular among the bank's clients. The number of application users and positive feedback about its functionality is still growing. The application has also gained recognition among bank employees, for whom it is a tool that facilitates daily work and contact with the client.

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