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Results

Streamlined Operations That Improve the Customer Experience

By the beginning of 2020, Santander had replaced 70% of the processes that were in its legacy core systems. As Domingos Ferreira, IT & Operations Director, puts it, “In just three years, we have replaced and improved a technology architecture that took us 20 years to develop.”

However, technology change is not, in itself, the end-goal. The real achievement is the new-found agility that allows the bank to quickly launch new propositions to market, with streamlined, digitally-optimized processes, and significantly improved customer experience.

Moreover, higher customer satisfaction scores confirm that improved customer experiences are making a difference.

“The OutSystems development approach has greatly contributed to the success of the program,” says Domingos. “It has improved our agile practices and helped us involve business users in a much more responsive way.”

Cultural change goes hand-in-hand with Santander Consumer’s digital transformation, as the bank adopts a more customer-centric, agile approach to develop and deliver the products and experiences its partners and users need.

In summary, here are just a few of the achievements delivered over the three-year program:

• Omnichannel solutions from simulation to payment
• Front-end mobile-first and fully responsive digital experiences
• Digital “Know Your Customer,” authentication and document signature
• Integration with business partners via APIs
• Single end-customer home banking
• Digital assets shared across all products, channels, and partners
• Established a modern, agile architecture that supports rapid innovation and lower cost of maintenance.

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