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.

We continue to build on the foundation of our business model

Stephan Erne
Stephan Erne, Chief Digital Officer

We may not have all the answers, but we’re not going to let that stop us

Right now, many people are wondering what life after the pandemic will be like. Insightful thoughts and ideas on what will become the new “normal” are starting to spread. The starting point for most of these ideas is, of course, the hope that the negative consequences of the pandemic will disappear, while keeping those positive aspects that have become apparent, in spite of the crisis.

However, finding facts and figures on which to base this future scenario has proved rather difficult. The current handling of the Covid-19 crisis has led to vastly different analyses and recommendations in various countries, counties and municipalities. This proves that making the right decision is not easy, not even right now when we’re in the midst of things. And making long-term decisions is even harder.

How can this be? In our digitalised society, it should be possible, with the use of artificial intelligence and other advanced technology, to simulate alternatives and to make informed decisions, which, in all probability would achieve the desired effect. Have we not made more progress? Sadly not, seems to be the truth. Even though we have access to all this modern technology and data, we are only able to apply this to small areas of the complex world we live in.

This is why it’s important to always find ways to add sound values and common sense to data-driven and technical data. Empathy, and understanding human behaviour, are just as important as innovation and development when it comes to handling today’s challenges and future needs in terms of how we will live, learn, work, and so on. The same applies to us as a bank in our relationship with our customers. If we take this as our starting point, we can embrace the positive aspects of the current situation, and make this the new normal. The fact that no algorithm has managed to predict the end of the pandemic, or that we don’t know what will become the new normal, is no reason to wait.

Even closer to the customer 

Personal relationships and availability close to the customer are the bedrock of our business model, and prerequisites for providing advanced advisory services. A crucial part of our digitalisation journey is therefore tied to harnessing the potential inherent to getting even closer to the customer. 

The steps we are taking now are all about improving the chances of making smart choices and decisions based on data, using cloud-based tools and instigating positive interaction between all our meeting places.

Digitalisation 
@Handelsbanken 

Read our latest presentation on our digitalisation efforts.


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.


Tabell med text

A seamless, more personal, simpler customer experience 

In order to uphold Handelsbanken’s leading position in customer satisfaction, in enhanced focus is required on support and tools for a personal, relevant and coherent customer experience across all meeting places. How, where and when customers want to make contact has to be irrelevant. A personal meeting via one of our digital meeting places will take on more of the characteristics of a physical meeting. It will be easier for our customers to access the right expertise, and we will be able to devote more time to building and strengthening our customer relationships thanks to continued efficiency enhancements in other parts of our work.

Ikon säker drift

Sustainable and secure operations, development and innovation in the cloud 

Cloud-based working methods are becoming ever more important. They give us a much better development environment, quicker deliveries, higher security, lower risks and major gains from a sustainability perspective. In concert with our value-based business model and our focus on personal relationships, the major opportunities brought about by the cloud relate, however, to how we can better live up to our customers’ expectations of availability and advanced advisory services.


A selection of newly-introduced solutions

The following is a selection of what is happening within Handelsbanken's digitalisation efforts.

Swish

Better and simpler transactions: First to offer the Swish Business app 

Corporate banking business is shifting more and more to the digital realm. Handelsbanken’s Business Services, accessed via Online Banking, clearly demonstrate how we can simplify day-to-day tasks for our customers, using a range of tools developed in house or by leading business partners. The number of companies signed up has increased by 180 per cent and new services are being added to the offering all the time. 

One such example is the Swish Business app, which we were the first bank to offer, rolling this out to our corporate customers in December 2020. The app simplifies several stages of the process for companies that accept payments made with Swish Business, including real-time payment confirmation, generating QR codes and refunds with just the push of a button.

Pensionssparande

Simpler to save towards your pension 

In October 2020, Handelsbanken launched the Pension Guide via mobile. Customers can use the service to build up an overview of their future pension using different simulation options, and can start saving in funds in just three simple steps. In no time at all, it has become a very popular tool, and thousands of users have begun their own private savings towards their pension – particularly those in younger generations, with the majority of users falling in the 25-40 age group.

In Norway, private customers who want to save for their pension in an individual pensions savings account can now do so independently, and are able sign an agreement to this end via BankID in a few simple steps. This solution works both in the mobile app and Online Banking, and has been positively received by customers and branches alike.

Globala mål

AI support in analysis of contributions to the Sustainable Development Goals 

Handelsbanken Fonder has collaborated with Henrik Talborn of the Stockholm School of Economics to develop an analysis model, Handelsbanken SDG Solutions. Using AI, the model illustrates the proportion of income, among those companies in which the Bank’s funds invest, that comes from products and services which contribute to the Sustainable Development Goals. Alongside the analysis, the hope is that the model will also focus on companies’ positive contributions towards sustainable development.


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
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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