Our digital banking platform has been implemented for customers to access their cards, loans and savings accounts through a single, easy to use and secure portal. In addition, new customers can open a new account online through the bank’s website with a simple to use, real-time and straight-through decisioning and account opening process.

Branded to provide seamless customer experiences from the bank’s own website into our secure portal, the screens have been designed for optimum experience on both smartphones, for customers on the go, as well as tablets and larger laptop and desktop screens. This flexibility provided by our solution gives the bank the internet and mobile access they need for their customers to engage with their accounts, anytime and anywhere they choose.

The Outcome

Barclays Bank were already aware that customers who fell into arrears also fell out of using their digital services, which were just not set up to help them through the steps that they needed to take. Barclays realised that they needed a new kind of digital experience, one that complimented the collections team’s operation and could help a customer make the right choices to resolve their debt.

Our digital banking platform was the natural selection to meet Bank of Ireland’s needs, having already proven to be the best fit for their requirements:

1 – An innovative, high-availability and high-volume digital banking platform already live for other high volume credit card providers.
2 – White label native Android and iOS mobile apps with ready-to-deploy credit card functionality for multiple brands from a single deployment.
3 – Services already successfully integrated and live with TSYS back office systems for other clients.

Beyond the technological requirements, the solution had to deliver two high quality experiences that met the brand compliance for two very different organisations, where customer engagement is a key part of their overall proposition.

The Outcome

Barclays Bank were already aware that customers who fell into arrears also fell out of using their digital services, which were just not set up to help them through the steps that they needed to take. Barclays realised that they needed a new kind of digital experience, one that complimented the collections team’s operation and could help a customer make the right choices to resolve their debt.

Barclays Bank selected our digital banking platform, and our digital banking experience, to build a new, innovative and compliant experience designed specifically for customers who were in arrears.

We worked closely with the customer experience and collections team to devise, prototype and then build a dedicated, easy to use secure online channel for customers to self-serve their way through the debt recovery process. Working alongside the telephony channel, the digital experience allowed customers to:

1 – Safely identify themselves without the need to register to use the portal
2 – See the arrears amount and have the option to settle with a debit card payment
3 – Make an arrangement to settle the amount in the next few weeks
4 – Set up and view a monthly repayment plan for the amount owed
5 – Get in touch with the bank to discuss these options in further detail
6 – Access and return to the channel any time, 24/7.

Barclays Bank now had an additional channel through which customers could engage with them in times of financial difficulty to seek help and resolve their debt

The Outcome

We created a customer apply and servicing solution for Dudley Building Society using Interact technology, launched at the end of January 2021.

Existing members who once relied on branch-based services, form-filling and wet signatures could now register for online services such as personal accounts, new product applications, money transfer facilities, as well as the ability to deposit funds from a debit card or nominated bank, create savings goals, manage mortgage accounts and more, all from a personal dashboard. And new customers could more easily register to become a Dudley Building Society member.

“Fintilect had a different way of approaching things,” says Lorraine. “They had a fresher way of thinking about issues and applying solutions. We needed a little bit of hand-holding because we’d never done anything like this before.”

We created a working relationship with Dudley that was flexible, adaptable and realistic. With no prior experience of managing a digital project of this scale, the building society considered every possible angle with their customers in mind. We worked with Dudley through every phase, maintaining an agile approach to adapting to new scenarios and challenges as they came up.

“This meant the timeline dragged on a little,” says Lorraine, “but I think we had to go through that process to make sure we were making the right decisions. Having many conversations along the way was the right thing to do, making sure that ideas were worthy of being in scope or not.”

With some experience of having seen other building societies launch “with a big bang” only to see their service fall over, Dudley opted for a phased launch. This meant having a small group of employees and close customers use the online digital service for a month to generate feedback before putting it into the public domain.

The Outcome

When it comes to financial crime risk assessment, the FCA dictates that all firms should have “systems and controls in place” to mitigate risk. Cambridge & Counties Bank wanted to improve the management of its risk assessment ratings, and become less reliant on the digital platform it had in place. The standalone platform it used was maintained by a single individual, which made it an inflexible solution for future-proofing the bank’s financial crime systems.

“We didn’t have the ability to have confidence to develop it any further,” says Phil Baker, Director of IT & BI at Cambridge & Counties Bank. “Essentially, we had one person in the business who could develop using that programming language, which obviously put significant key person risk against it. It wasn’t able to be brought into any of our customer journeys.”

Cambridge & Counties Bank was already working with Fintilect on a customer deposits solution, and was using a low-code platform. The decision was made to also use this platform for the bank’s financial crime systems and controls.

Phil Baker says: “We believed that using OutSystems with Fintilect would enable us to leverage the integrations we already had from other providers, allow it to pass data between systems, and provide end users with a single-pane-of-glass journey throughout the onboarding process.”

This approach helped to bypass several potential hurdles. As well as offering a significantly more flexible platform that integrated well with the bank’s other systems, Fintilect’s low-code solution was easy to understand and provided a clearer strategic roadmap for further development

“The low-code platform gave us integration with the customer journey,” says Phil Baker, “an enhanced ability to integrate with the outside world, and removed the key-person risk. It was a widely supported platform. Fintilect came with very strong knowledge in the banking sector, and the combination of this strength of knowledge and the low-code platform made the business case compelling.”

As well as implementing a new platform to handle the financial crime risk assessment systems, Cambridge & Counties Bank asked Fintilect to train its developer so that they could easily build extra things onto the applications if required, and without any further assistance. This empowered the bank in terms of future development, being able to leverage the potential of the low-code platform for new projects going forward.

The conscious shift Cambridge & Counties Bank made in the direction of low-code development now enables the bank to go on its own journey, and in time build in-house capabilities. In the first year or two, the bank wants the ability to develop its own apps, and has already made progress in this area. What the low-code environment provides is the capability to, should the bank want to, build an in-house development function.

“The assets from this project will be reused to produce future developments,” says Phil Baker. “And because of the collaborative approach with Fintilect, we’ve up-skilled our team so that those developments can be undertaken with confidence.”

For us here at Fintilect, in terms of growing our client relationships, it’s important to offer not just cutting-edge low-code solutions to problems, but to provide support going forward. The journey for many of our clients doesn’t start and end with the successful integration of a technology platform. It’s about nurturing the ability to scale through the use of our knowledge, our technology and low-code functionality.

For Cambridge & Counties Bank, it now has a more robust monitoring process in place for managing risk around financial crime, a smoother process for customer onboarding, improved automation, and better in-house knowledge for the development of future applications.

MotoNovo Finance’s plans for growth required a digital-first customer engagement strategy that could scale to meet the expected massive increase in customers. Key to success would be the adoption of customers to self-serve their agreements, without overloading the contact centre with inbound query and servicing calls. The channel had to be safe to use, easy to adopt and be rich in functionality. It also had to be capable of expanding to support future product lines, as the business grows.

At the same time, the FCA were starting their review of the motor finance market, with the focus on, “the potential for consumer harm and whether firms are adequately managing risks” . Market Analysts had started to advocate digital services as a way motor finance providers could tap in to the benefits already seen by banks, if only they could find the right partners with the capability to understand and adapt their solutions to the specifics of the industry.

The Solution

The Outcome

The Fintilect Digital Banking Platform was implemented to provide the digital interactive channel to enable its savings customers to manage and self-serve their accounts, apply for new products on maturity, make payments, set savings goals and notice to withdraw.  Our Mambu partnership ensured a great three-way working relationship, which meant the bank could offer rapid deployment for its banking and lending services.

DF Capital chose to work with Fintilect because of our track record in helping banks build better relationships with their customers. This was considered a core prerequisite, as DF Capital places great importance on enabling its customers to have the very best digital experiences.

“Launching our retail savings offering created demand for more interactive services,” says Paul Atherton of DF Capital. “Retail banking customers have become accustomed over the last few years to having frictionless digital services. We knew this was what we needed to do: focus on digital enablement, and expand it to make it more interactive and more connected to our savings customers.”

For online banking and self-serving capability, the bank wanted something that was tried and tested, as well as established within the UK financial market.

“Fintilect is an important supplier to us because the services it provides are absolutely critical,” says Paul Atherton. “It’s why we chose an established provider rather than try to build a custom module.”

The Outcome