new
Conversational AI Bots Providing Infinite Solutions: GenAI Innovation

    SPS

     

    Digital processes for KYC (customer data) and legal agreements

    SPS brings hybrid customer campaigns to life in the highly regulated banking and financial sector. By using digital self-services, processes are accelerated without compromising security or compliance. Innovative QR code solutions and end-to-end automation make it easy for customers to respond efficiently and for institutions to reduce costs effectively.

    70%


    Digital response rate

    100%


    Dark processing

    92%

    Satisfaction rate

    "Digital inquiries are significantly more cost-effective, faster, and have higher response rates. With ThinkOwl CONVERSATIONS, we’ve developed a streamlined digitalization process that can quickly be adapted to various queries in the banking sector."
    Daniela Fahrion
    Daniela Fahrion
    Client Management | SPS Germany

    About SPS Global

    SPS is a global leader in technology-driven transformation and outsourcing. It enables organizations to stay agile and competitive in an ever-evolving landscape. By delivering intelligent, scalable solutions, SPS enhances operational performance and drives long-term value. 

    Beyond efficiency, SPS focuses on transforming how businesses operate. Its services are designed to streamline processes and elevate the customer experience. With a strong international presence, SPS collaborates closely with clients, acting as a strategic partner to design and implement powerful solutions.

    Employees

    EMPLOYEES
    8500

    Headquarter

    HEADQUARTER
    Zürich

    Industry

    INDUSTRY
    Finance

    Download Use Case as PDF

    Download now

    Challenge and Solution

     

    The challenge

    • BGH ruling: Changes to terms and conditions require active customer consent.
    • Digital processes: Many customers still do not use banking apps, which makes the integration of digital processes more challenging.
    • Main communication channel: Letters remain the most important way to reach customers nationwide.
    • Hybrid campaigns: Financial service providers require a combination of digital and physical channels.
    • Key requirement: Digital solutions must work without app downloads or logins.

    Requirements

    • Multi-tenancy: The solution must support multiple tenants.
    • Scalability: ​Easy implementation of scalable solutions is crucial.
    • Integration: The integration must be seamless and simple to complement hybrid campaigns with digital self-services.
    • Security and data protection requirements: Compliance with data standards such as ISO 27001 are mandatory.

      Requirements

     

    Solution

     

    Solution: Hybrid customer campaigns with digital self-services

    • Self-service and QR code integration: Enables customers to easily and securely digitally capture KYC data and AGS consents.
    • 100% digital dark processing: Fully automated and compliant.
    • Highest customer acceptance: Digital channels achieve high acceptance and offer a cost-effective alternative to physical channels.
    • Scalable for various use cases: Flexible for additional use cases such as ID checks and digital signatures.
    • Data protection and security: Meets the highest security standards (ISO 27001) and all legal requirements for the financial sector.

    Results

    Project implementation

    • Achieved digitalization beyond expectations​
    • Realized 100% dark processing with real-time access​
    • BaFin compliance ensured customer satisfaction

    Learnings and optimization potential

    • Importance of clean tracking
    • Simple user guidance is essential

    Outlook and next steps

    • Scalability for additional use cases

      Results

     

    "The most surprising insight was that the digital ratio significantly exceeded our expectations. This is even the case with traditional branch banks."
    Daniela Fahrion
    Daniela Fahrion
    Client Management | SPS Germany

    wave bg image
    Demotermin

    Would you like to discuss your use case?

    Schedule a demo appointment, and we will figure out which automation potentials we can unlock for you.
    Schedule a demo