Table of Contents
Project Scope
To enhance customer experience and operational efficiency by implementing a seamless, secure, and fully digital customer onboarding process for individual and business customers.
Project Goals
- Establish Sense Bank as a leader in digital banking in Ukraine.
- Streamline the onboarding process to reduce time and effort required for account creation.
- Increase digital adoption among customers by offering intuitive and user-friendly solutions.
- Improve operational efficiency by automating and digitizing the onboarding workflow.
- Ensure regulatory compliance through secure and transparent processes.
- Strengthen customer trust and loyalty by delivering a modern and reliable banking experience.
Key Components
Implementation of Remote Onboarding
- Allow customers to open accounts entirely online without visiting branches.
- Support various ID types (e.g., ID cards, passports, Tax IDs).
- Integrate video sessions guided by bank agents for personalized support.
Technology Platform
- Utilize the LiveBank platform developed by Ailleron.
- Ensure compatibility with iOS and Android devices for greater accessibility.
- Deploy the solution on Azure Cloud, meeting high standards for reliability, scalability, and security.
Customer Segments
- Individuals: Provide seamless access to banking services remotely.
- Small and Medium Businesses (SME): Simplify and accelerate the account-opening process for companies.
Transparency and Compliance
- Record all video sessions to ensure process transparency and compliance with regulatory requirements.
- Maintain accountability through secure data management and robust security protocols.
About Sense Bank
Sense Bank, founded in 1993, is one of Ukraine’s top financial institutions. Based in Kyiv, it serves over 1.5 million customers, including individuals and businesses, across the country.
Sense Bank offers a broad range of services tailored to client needs:
- For individuals: Savings and checking accounts, personal loans, mortgages, and payment cards.
- For businesses: Business loans, cash management, and investment advice.
To remain competitive in the digital era, Sense Bank developed the Sense SuperApp, which allows customers to:
- Manage their finances efficiently.
- Access features like real-time tracking, bill payments, and instant transfers.
Customer Onboarding: A Digital Milestone
In 2020, Ukraine’s banking sector underwent a significant transformation with the introduction of remote, self-service onboarding. This breakthrough allowed:
- Customers to open accounts entirely online by uploading photos of their ID and participating in video sessions with bank agents.
- Businesses to simplify account creation processes remotely.
Sense Bank was among the first institutions in Ukraine to adopt this model, demonstrating its dedication to customer convenience and modern banking practices.
The result: banking became simpler, faster, and safer for millions of customers. Sense Bank’s initiative highlights its ability to understand and adapt to the needs of a growing digital society.
Sense Bank and Ailleron Partnership
Through a strategic partnership with Ailleron, Sense Bank integrated the LiveBank platform to enhance the onboarding process:
- The platform adjusts to customer ID types (e.g., ID cards, passports, Tax IDs).
- Video sessions with bank agents guide customers through every step.
- Recorded sessions ensure transparency and compliance.
The solution is fully compatible with both iOS and Android devices and operates on Azure Cloud, managed by Ailleron to ensure reliability and security.
Outcomes
- Over 80,000 customers onboarded via LiveBank.
- A faster, more convenient onboarding process for customers.
- Increased customer acquisition through digital channels.
- Enhanced customer engagement and satisfaction.
- Strengthened competitiveness in the Ukrainian banking sector.
Watch the short story of Sense Bank’s digital transformation journey
The Strategic Partnership
The collaboration between Sense Bank and Ailleron showcases their shared commitment to innovation and customer satisfaction. By leveraging the LiveBank platform, Sense Bank has reinforced its position as a digital banking leader, offering a seamless and efficient onboarding experience tailored to modern customer needs.
