Santander consumer finance bank -Statista". Statista. Retrieved September 26, 2018.
Banco Santander Consumer Portugal Adopts OutSystems as Their Digital Transformation Platform
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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