See more casesThe Mobile Banking Solution
Year:
2018
Industry:
Banking
Country:
Finland
Objective
This case study aims to showcase Leaware’s expertise in the design and development of mobile banking solutions, specifically focusing on our work with Finland’s Oma Säästöpankki Oyj (OmaSp) and their ViAgent app.
Meet the Client
Oma Säästöpankki Oyj (OmaSp) is a prominent financial institution in Finland with a customer base exceeding 200,000. The bank has a significant presence across the country with 45 branches and about 450 employees.
Historical Background
& Current Situation
OmaSp is the largest independent savings bank in Finland, operating with a wide reach across the country. Despite being a traditional banking institution, OmaSp identified the need for a more digital, mobile-based banking solution to cater to their 200,000+ customers more effectively. They sought a solution that allowed their banking agents to communicate with clients anywhere and at any time, providing a more personalised service.
Challenge
The primary challenge was to create a secure, intuitive, and reliable mobile solution that would enable OmaSp’s banking agents to provide faster and more convenient problem-solving services to its clients. This solution needed to work across different platforms (iOS and Android) and required full analytical control.
Solution
Leaware developed ViAgent, a cross-platform mobile app using Xamarin technology. This app facilitated communication between banking agents and clients irrespective of their location. All that was required was a smartphone and internet connectivity. Security was also a top priority, so the app was designed to record all chat content and videos during conversations for review and control.
Technology
Platform
Benefits of the App
ViAgent provides a range of benefits:
- Convenience: Banking agents can solve clients’ problems promptly, no matter where they are.
- Control: Full analytical control to track and monitor customer interactions.
- Security: All chat content and video recordings are secure, ensuring confidentiality of client information.
Results
Within a short time frame, the ViAgent app saw over 360 downloads, proving its immediate effectiveness and acceptance by OmaSp’s clients. The speed and convenience of client problem resolution increased substantially, leading to higher customer satisfaction levels.
Data and Evidence
In the months following the launch of the ViAgent app, customer satisfaction scores saw an uptick, and more than 360 clients downloaded the app. This indicated the customers‘ readiness to adapt to the new digital solution and the effectiveness of the app in addressing their banking needs.
Lessons Learnt
Through this project, we reinforced our belief in the value of customer-centric design and robust security measures when developing banking applications. The positive reception of the ViAgent app and the benefits it brought to OmaSp’s operations underline the importance of digital solutions in modern banking.
In summary, the ViAgent app, developed by Leaware for Oma Säästöpankki Oyj, has significantly enhanced the bank’s service delivery, proving that an effective mobile banking solution can boost customer satisfaction and streamline operations in the banking sector.
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Germany, Belgium
+49 24023893009
ask@leaware.com
United Kingdom
+44 2081900354
ask@leaware.com
Denmark
+45 21671778
ask@leaware.com
Poland
+48 223781522
ask@leaware.com
Serbia
+38 1653980110
+38 163332268
ask@leaware.com
Lea sp. z o.o. z siedzibą w Toruniu, ul. Włocławska 167, 87-100 Toruń, wpisana do rejestru przedsiębiorców prowadzonego przez Sąd Rejonowy w Toruniu, VII Wydział Gospodarczy Krajowego
Rejestru Sądowego pod nr KRS 835659, NIP 9522205303, wysokość kapitału zakładowego: 5 000 zł
Germany, Belgium
+49 24023893009
ask@leaware.com
United Kingdom
+44 2081900354
ask@leaware.com
Denmark
+45 21671778
ask@leaware.com
Poland
+48 223781522
ask@leaware.com
Serbia
+38 1653980110
+38 163332268
ask@leaware.com
Lea sp. z o.o. z siedzibą w Toruniu, ul. Włocławska 167, 87-100 Toruń, wpisana do rejestru przedsiębiorców prowadzonego przez Sąd Rejonowy w Toruniu, VII Wydział Gospodarczy Krajowego
Rejestru Sądowego pod nr KRS 835659, NIP 9522205303, wysokość kapitału zakładowego: 5 000 zł
Germany, Belgium
+49 24023893009
ask@leaware.com
United Kingdom
+44 2081900354
ask@leaware.com
Denmark
+45 21671778
ask@leaware.com
Poland
+48 223781522
ask@leaware.com
Serbia
+38 1653980110
+38 163332268
ask@leaware.com
Lea sp. z o.o. z siedzibą w Toruniu, ul. Włocławska 167, 87-100 Toruń, wpisana do rejestru przedsiębiorców prowadzonego przez Sąd Rejonowy w Toruniu, VII Wydział Gospodarczy Krajowego
Rejestru Sądowego pod nr KRS 835659, NIP 9522205303, wysokość kapitału zakładowego: 5 000 zł