ViAgent – mobile customer service for OmaSp

Business context

Oma Säästöpankki Oyj (OmaSp) is the largest independent savings bank in Finland, serving more than 200,000 customers through 45 branches and a team of around 450 employees. Its strong market position goes hand in hand with a traditional advisory model focused on personal contact and long-term relationships.

To maintain a high level of service quality amid increasing customer mobility, the bank chose to digitalise advisor–customer interactions. The goal was to create a convenient mobile channel that would provide access to an advisor from anywhere, at any time, without compromising on security or oversight.

Challenge

The key challenge was to design a mobile solution that would be intuitive, reliable, and compliant with the rigorous security requirements of banking. The application was intended to accelerate the resolution of customer matters and enable advisors to communicate efficiently in a remote setting.

In addition, the solution had to run natively on iOS and Android and provide full analytical control over interactions. It was also necessary to record conversation content and video materials for review and compliance purposes, without reducing user comfort or service quality.

Solution

Leaware built ViAgent – a cross-platform mobile application based on Xamarin. The solution enables OmaSp advisors to connect with customers regardless of where they are located – all they need is a smartphone and internet access. The application supports text and video conversations, reducing the time needed to clarify matters and increasing advisor availability.

Security was a priority: ViAgent records chat content and video recordings, enabling later review and control, while supporting compliance with the bank’s internal procedures. At the same time, full analytical control over interactions was ensured, making it possible to monitor service quality and quickly identify areas for improvement.

Following implementation, the application was quickly adopted by users, and the improved communication between advisors and customers translated into faster case resolution and higher customer satisfaction.