OTP Bank's Digital Transformation with Creatio’s Low-Code Platform

OTP Bank Romania is a universal bank that offers complete financial solutions for individuals, SMEs, and corporations. The bank is a subsidiary of OTP Group, one of the largest financial groups in Central and Eastern Europe. OTP Group provides services to several fields including insurance, real estate, factoring, leasing and asset management, investment, and pension funds. With over 70 years of activity and a community of 40,000 employees, OTP Group takes care of over 16 million customers in 11 countries. OTP Bank Romania has 1800+ users, 97 branches in Romania, and serves 175k customers.

OTP Bank Romania, a subsidiary of OTP Group, one of the largest financial groups in Central and Eastern Europe, was facing challenges in scaling customer onboarding due to manual processes and disjointed technologies. The bank was committed to providing exceptional customer experiences and wanted to stay close to its customers, understanding them, and proactively responding to their shifting expectations. However, the limitations in their existing system were hindering their growth and customer service. The bank was in search of innovative ways to manage operations and improve customer service through various banking services. The ultimate goal was to accelerate market growth by reimagining its IT infrastructure and making the customer experience the starting point for workflow designs.

OTP Bank decided to leverage Creatio’s no-code/ low-code platform for workflow automation to support its digital transformation strategy. The project team began working in sprints, gradually implementing efficient workflows. The agile approach allowed the team to act on project stakeholders’ feedback and incorporate changes throughout the process. The bank assembled a dedicated group internally to help the project team translate the company requirements into tailor-made solutions. This group eventually developed into an internal Center of Excellence that provides expertise for project support and creates solutions autonomously. In partnership with the Creatio project team, OTP Bank launched a comprehensive solution to manage customer engagement, streamline interactions and automate lending workflows. The system has become a centralized solution consolidating customer data across various teams and departments.

• The implementation of Creatio’s low-code platform has transformed OTP Bank's operations. The bank has been able to automate crucial client-facing workflows, streamline the customer journey, and improve employee collaboration. The system has become a centralized solution consolidating customer data across various teams and departments. The bank has also been able to create a unified catalogue of bank products and services and automate bank sales from lead to contracting. The 360 customer profiles that include information on the products and cards in use, as well as a complete history of interactions, help managers better understand customer needs and address them. The digitalization supported virtual banking processes and faster response times by accelerating time to market. As a result, the bank managed to rapidly switch to online servicing when the pandemic hit.

• Increased transparency of internal processes and productivity of over 1,800 employees

• Faster time to yes for customer applications

• Smooth delivery of required updates every 2 weeks