1. Digitalisation at Handelsbanken

Digitalisation at Handelsbanken

Digitalisation is a never-ending journey. The following is a selection of what is happening within Handelsbanken’s digitalisation efforts.

Stephan Erne about Q1 2021

Stephan Erne
Stephan Erne, Chief Digital Officer

Local, personal or digital - do we have to choose?

One year ago, we asked ourselves the question of whether it is possible to build relationships through the screen of a smartphone. We found ourselves in a situation where it was clear that the pandemic would force us to see each other on our webcams rather than in person. Many of us wondered how co-operation with colleagues, dialogues with customers and personal relationships would be affected by a lack of such meetings. Not least of these concerns was building up new relationships. As it turned out, our worries were unfounded. Overall during the past year, I have mainly encountered people who have been positively surprised at how new tools have helped, rather than hurt, co-operation. Customers, too, have reaped the benefits of more personal meetings now that advisors have greater availability via the digital sphere – wherever and whenever. This positive trend is reinforced by a survey carried out by the Swedish Internet Foundation, with 8 out of 10 respondents stating that working from home has gone well. While there are, of course, down­sides to working from home, video conferencing, new digital tools and an increased understanding of how to collaborate remotely mean that working from home and digital meetings are here to stay. 

For us – who have spent the last 150 years building long-term, personal relationships – the question we now face is how to translate the lessons we have learned about physical meetings into a digital context. Because there are very few who believe that video conferencing is where this all ends. Relationships are built up in their own context. This is long since well-proven. Earlier examples, such as gaming and dating, show the importance of common goals to the formation and success of relationships, regardless of whether they are physical or digital. Relationships are based on trust, and are created by delivering on promises through consideration, empathy and dialogue. It is up to us to show that this is something that the banking sector is also capable of succeeding in. 

Some of our deliveries

  • Pilot:Consolidate your pensions
    During the spring, a pilot will be launched at 15 selected branches in Sweden where customers between 45 and 60 will receive an offer to consolidate all their pensions online, and receive advice by telephone from Transfer Advisory Services.

  • Advisory services, awareness, gender equality
    On International Women’s Day on 8 March, we launched a website with tips on achieving a more equal pension in the household. This is an example of the efforts within product development – for example, the development of the advisory tool – and the training being undertaken to create better conditions, by 2023, for women’s savings, and to reduce the wealth gap between men and women.

  • Handelsbanken SDG Solutions Model
    Together with a scientist from Stockholm School of Economics,Handelsbanken has developed an analysis model that actively searches funds – whether active or passively, managed, or funds-of-funds – for companies that contribute towards the Sustainable Development Goals, SDG.


Read more about our deliveries and digitalisation efforts in our latest presentation.

Three ways forward for our digitalisation journey

Our digitalisation follows three strategies. Together, they aim to develop and display our offering to more people on more occasions, with the ambition of giving support and advice through all the life phases and events affecting you or your company.

Tre bollar med text

Even closer to the customer

Our competency and expertise must be made more accessible where our customers are. The distance between development, usage and feedback must be shortened.

Individual and personal advisory services for more people 

Increase the customer value and realise the potential in our 35 million digital meetings per month by utilising data and and by treating each customer as an individual.

Increased focus on life events 

Understand and actively help our customers in the long term, with their current life situation as the starting point.

Our four focus areas

The pace of digital development is increasing rapidly. When faced with numerous options, the most important question is: What should we focus on? Our development work is focused most distinctly on four areas:

The customer meeting

It has to be simple to be a customer of Handelsbanken. Our meeting places must be accessible and useful, and based on our customers’ requirements. We will offer an integrated local and accessible experience, where customers can move between different meeting places.

Data & security

We use data to offer relevant, customised services and products at all our meeting places. As the importance and value of data are constantly increasing, we have to ensure that our customers feel secure in the knowledge that our use of data meets the highest standards of security, ethics and privacy. Our strength lies in combining this with close relationships and extensive customer knowledge in our customer meetings.

Building relationships

Our personal and long-term customer relationships give us a competitive edge. By supplementing our personal knowledge of our customers with concrete data, and by reducing the administrative tasks required of our employees, we are given the opportunity to provide the right offer, at the right time, in the right place. It must be easy to give service and support to our customers.

New co-operations

New regulations and new technology are generating increased openness and data sharing. Together with other players, we can capitalise on our in-depth knowledge of our customers’ expectations to develop our local and digital presence, and in doing so create customer benefit and business opportunities.

the four focus areas of Handelsbanken
Kvinna i kavaj skriver på dator

Our story

We have been developing our services for nearly 150 years, and we are not finished yet. Read more about how we have always put our customers and society in focus.

Our story