OmaSp HelpCenter: mobile customer support

Business context

Oma Säästöpankki Oyj (OmaSp) is a leading Finnish savings bank, serving approximately 200,000 customers through a network of 45 branches and a team of 450 employees. For years, the brand has built its competitive advantage on service quality and close customer relationships — both locally and digitally.

In 2018, with the rise of the mobile-first approach, the bank decided to modernise its support channels. The priority was to enable customers to contact the support team quickly, conveniently and securely without the need to visit a branch, using only a mobile device.

The goal was to transfer the bank’s high standards of customer relationships and advisory service to the mobile channel and to unify the customer experience across the country, while maintaining the security requirements specific to the banking sector.

Challenge

OmaSp needed a solution that would minimise the barrier to contact — customers should be able to connect with support in just a few simple steps, using only a smartphone. The interface had to support starting a conversation quickly while maintaining the quality of customer relationships that distinguishes the bank.

Security was a critical requirement: strong authentication, access control and bank-grade communication protection. In addition, the contact channel was to include video calls, which raised expectations around confidentiality and transmission reliability.

From a technical perspective, the solution had to integrate smoothly with Azure services — including Azure Active Directory and video services — and perform efficiently on iOS and Android, ensuring scalability and a consistent experience.

Solution

Leaware designed and delivered OmaSp HelpCenter — a natively responsive mobile application built with Xamarin and made available on iOS and Android. The key assumption was to reduce the number of steps required to establish contact, so that customers could obtain support quickly anytime and anywhere.

The solution was built around Microsoft Azure services. Azure Active Directory is responsible for secure user authentication and authorisation, while integrated video services enable direct, face-to-face contact with a support representative. The entire solution was designed with high standards of security, connection stability and straightforward administration on the bank’s side in mind.

After launch, HelpCenter quickly gained popularity among customers. The application simplified the support process, shortening the path from need to conversation with an adviser and bringing OmaSp’s relationship-driven service quality into the mobile channel.