Strategic transformation of the digital user experience in banking

In 2013, the owner of Sberbank Europe set the strategic objective of digitizing the bank. A central digital department was established to coordinate the development of digital projects that, over the following years, enabled clients to access secure, efficient, and accessible digital banking and laid the foundation for the comprehensive transformation of the bank into a digital organization. 

As part of the digital strategy, we developed key solutions that enhanced and connected banking processes. The main ones included a web application for customer portfolio migration, a portal for digital bank switching, online and mobile banking, and hybrid processes for account opening. We introduced digital document signing, API integrations, video user identification, SMS and e-notifications. These projects enabled the integration of digital products with back-office processes and laid the foundation for an agile and user-friendly digital experience. 

First digital innovation: Customer portfolio migration

As the first major digital solution in 2012–2013, we developed a web application for migrating customer portfolios and their loans from Probanka to Sberbank. Clients could review their data online and confirm the transfer before it was entered into the core banking system. The project was an early example of digitizing back-office processes, as the data underwent validation and cleansing prior to integration. This innovation laid the groundwork for future web and mobile products. 

Digital-hybrid bank switching experience 

In 2013–2014, we developed the zamenjajbanko.si portal, which enabled users to switch banks digitally, primarily when opening a new current account and moving services. The web platform allowed clients to submit all required information remotely and visit a branch only to sign the contract, which simplified and accelerated the entire process. In 2014, the portal received a Silver Effie Award as an innovative digital-hybrid solution that combined the online experience with personal interaction, while also demonstrating how digital products can genuinely simplify complex banking processes. 

Digital strategy and expansion of digital services 

In 2013, Sberbank Europe developed a digital strategy on the basis of which Sberbank Slovenija established a central digital department responsible for digital channels and products. In the following years, our team developed and rolled out key digital solutions, including online and mobile banking, hybrid processes for opening personal and business accounts, digital document signing, and API integrations for connections with internal and external systems. In addition, we implemented video user identification, SMS and e-notifications, and campaign statistics monitoring, enabling a secure, efficient, and accessible digital experience. 

The systematic implementation of digital solutions enabled the bank's comprehensive transformation. Digital products and back-office systems simplified and accelerated banking operations and improved accessibility and the user experience. The successful digital transformation increased the bank's brand recognition, improved its competitiveness in the market, and reinforced its position among the leading providers of digital banking services up to the point of the sale.