Implementation of the multi-channel FrontEnd for the branch network and Call Centre at Bank Pocztowy S.A.

Banking

Bank Pocztowy S.A., aiming to increase the efficiency of customer service, decided to implement a multi-channel FrontEnd system. The new solution was intended to streamline the work of the network of branches, micro-branches and call centers, providing a unified and intuitive interface. DomData delivered and implemented the Ferryt FrontEnd system, which was fully integrated with the bank's internal systems, enabling faster and more efficient customer service. Currently, the system is used by all of the bank's branches and micro-branches, as well as call center employees. The system is also used by the Bank's partner branches, including branches of the Polish Post Office.

More about our client

Bank Pocztowy S.A. is a Polish retail bank whose mission is to provide customers with simple and safe financial services at a good price. Thanks to its strategic partnership with the Polish Post Office, the Bank’s services are available through one of the largest network of establishments in Poland, with around 4.7 thousand service points. The Bank offers banking products intended for both retail and institutional clients. Currently, the Bank has over 1.1 million clients. In line with its strategy, in 2021 Bank Pocztowy wants to become ‘more postal, more business, and more digital’.

Challenge

Bank Pocztowy needed a multi-channel system called the FrontEnd, which was to be used to operate the bank’s network of branches and micro-branches, as well as by the employees of the Bank’s Call Centre.

Explore our solution

As part of the project, we performed an analysis that defined the solution’s architecture, as well as the system’s technical and business concept. We provided and implemented the Ferryt FrontEnd system, which allows for services to be rendered in the following areas: customers, bills, deposits, cards, credits, cash transactions, financial and non-financial operations and order database. Based on the developed intermediate layer (ESB), we integrated the implemented solution into the Bank’s internal systems. Currently, we provide maintenance services for the operation of the solution implemented.

Technology drives efficiency - the implemented solution has improved customer service and the bank's daily operations.

Bank Pocztowy

Currently, the system is used by all branches and micro-branches of the Bank, as well as by Call Center employees. The system is also used by the Bank's partner branches, including branches of the Polish Post Office. The implemented solution makes it possible to perform many activities in parallel within one unified desktop. Ferryt FrontEnd has become an essential tool in day-to-day work and has significantly improved the Bank's daily operations.

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