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Success story - Oney Bank

Enhancing customer onboarding experience

Client 


Oney is a bank that specializes in innovative payment solutions and financial services for its partners and customers.

The Oney bank has been established in Portugal for more than 20 years of experience, first starting with financing solutions associated with Jumbo Card, which quickly became the largest and most widely used private card in the country. Oney’s experience has allowed the organization to amplify the range of payment solutions, flexible to various business areas. It also allowed for the diversification of credit and insurance business, thus contributing to the growth of Oney’s business partners and to an improvement in the lives of thousands of Portuguese people. Today, the Oney bank is home to more than 300 professionals that together build a bank with the mission of “giving everyone the freedom to be and act." 

Beyond borders, with more than 300 partners in traditional commerce and e-commerce, Oney supports the projects of more than 9 million customers spread across 11 countries through unique shopping experiences both in-store and on the Internet.

Challenge


Oney aims to help accelerate the realization of its clients and partners’ projects, not only through its professionals’ experience and know-how, but also through a unique human approach in the current financial market.

To redefine the omnichannel hiring experience and management of the products card and personal credit, Oney transformed and innovated its processes, making them digital, simple and adapted to the new expectations of the market. Therefore, enhancing and improving face-to-face and distanced contracting business processes.

Solution


To meet this challenge, Unipartner proposed the implementation of a solution supported by its digital contracting platform (UDX Contract), which integrates a set of Unipartner application modules designed for the banking business and that support the digital transformation of financial institutions.

This Unipartner platform provides a transactional workflow engine, adaptable to the contracting process flow and back-end systems of each financial institution. It also offers digital signature systems for contracts, biometric authentication, integration with citizen cards, e-mail system to send SMS by security code (OTP) and integration with third-party trust and digital notary services.

Based on Microsoft technology, it also incorporates the latest and most innovative technologies on the market, regarding operating compatibility across multiple devices, such as mobile, hybrid and desktop devices. Thus, giving financial institutions the option to choose from different scenarios of mobility at the point of sale, whether supported on sign pad, full 100% credit products subscription in tablet, or even an advanced and hybrid mobile branch.

With this Unipartner solution, Oney started to take advantage of a platform that allows the company to manage and automatically generate proposals, with automatic notifications by SMS, email and letter. It allows for the management of contract documents and customer files, simplifying the document conference process and the contracts anomalies management. Additionally, it streamlines the management of work queues, control service levels and KPIs on the proposal submission process, card analysis/credit and the validation of contracts.


Unipartner, known for its consultative approach, supported Oney in defining an evolution roadmap, which included a wide range of digital transformation initiatives related to customer journey retail environment, with impacts on their operations and internal teams, as well as other partners in the group who benefit from these services.

Oney opted for a 100% digital solution in card and credit products, in the group's various sales channels: financial spaces, stores, contact center, site, app, email.

According to Christophe de Pompignan, CEO of Oney, "Unipartner is an important partner for Oney's business, that demonstrates strong ownership of innovation and transformation projects in the financial sector.” For Paula Fonseca, Director of Oney's Customer Department, "The dematerialization of the card and credit contracting process was something fundamental to Oney, not only by the constant concern to provide the best customer experience, but also to streamline the process in our Partners in order to obtain operational gains throughout the chain. The support provided by Unipartner allowed this change to be achieved without major upsets."

Benefits


The new solution simplified the entire customer onboarding process in the card and credit contracting, and management processes. It covered features, such as the collection and automatic data validation through digital reading of the citizen card, bank card, proof of identity documents, address or revenues through mobile devices, both within the point of sale and distance selling in multichannel context - website, contact center or email.


Outcomes:

  • High usability - immediate adoption of the solution by users;

  • Total elimination of paper for in-store contracting processes;

  • Celerity in the fulfillment of information by customers;

  • A strong reduction in the average duration of contract validation;

  • Issuance of a final credit card two days after the conclusion of the contract;

  • Greater speed in the approval of personal credit;

  • Fully digital file management, making it safer and considerably more cost-effective.

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