Authorization of digital transactions

The main objectives of the project

• Increasing the availability of products in the digital environment
• Introduction of electronic signature for clients
• Omnichannel usability of the electronic signature (branches and digital channels)

Previous situation

The implementation of the Digital Signature project is part of the comprehensive Digital Transformation program, the primary goal of which was to strengthen the sale of products and services through digital channels. In the initial phase, the bank focused on the digital adaptation of clients at branches and managing the transition of clients to digital channels. Work on digital onboarding projects and the introduction of omnichannel sales strategies ran concurrently.

In the "digital first" strategy, with the goal of the bank serving clients anywhere and at any time, physical signatures represented a significant obstacle.

The main challenge

The transition to omnichannel sales and presence in the digital space became crucial from the point of view of the competitive position on the market. The project was highly sensitive to planning and compliance with the established implementation schedules due to the large number of systems to which the solution had to be integrated. At the same time, it was necessary to create new consumer habits among clients in the bank's digital space, to transform the branch network from a sales channel to consulting centers, and in addition to comply with the legislative requirement to deliver documents to clients on a durable medium (in electronic form).

Deployment of the solution

However, with omnichannel sales, it was necessary to ensure that any customer, when purchasing any product and through any digital channel, always received the right set of digital documents in their inbox.

The solution automates all processes related to the collection of relevant documents for a given product, sorting documents by type (for reading, for signature), ensuring the signature process in any channels and distribution from the bank's systems to the customer and back. In practice, the client enters an instruction to set up the product in the digital channel.

SIGNATUS displays all necessary documents for the client in a predefined order. It informs him which documents he must read or sign. The client does not leave the bank's digital channel interface and can set up a new product within minutes without the need to visit a branch.

ČSOB banka chose the SIGNATUS platform for the digital signing solution due to the possibility of quick deployment and also because of the numerous integration options. The solution was custom-made and met the strict requirements for handling complex processes, but also for demanding integration into the bank's infrastructure.

From the initially simple request for a solution for digital signing, the project transformed into a digital signature system, in which the signature represents only one of a number of functions, and the main concept of the solution in its final form is better described by the so-called document orchestration.

Each banking product carries with it a set of documents intended for familiarization or signature.