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Transforming the mortgage transfer process for Santander

5 min

IN A NUTSHELL

€250K worth in FTE savings

100% SLA Compliance

Reduced risk of errors in documents

About Client

Named as the best bank in the country by Euromoney,Santander Portugal operates across more than 350 branches, serving 3 million customers. Ciklum’s partnership with Santander Portugal began in 2022 in its bid to automate the transfers of customer mortgages to banks within the Portuguese Banking Association (APB). This enabled Santander to minimize its operational costs, streamline delivery, and save FTE in manual labor.

EMPLOYEES

5000

LOCATION

Global

INDUSTRY

Banking

The Challenge

Santander Portugal faced challenges managing over 100 mortgage transfer requests to banks within the APB, daily. The existing process involved repetitive manual tasks such as handling documents, managing correspondence, and validating signatures. This situation affected their ability to meet the 8-day SLA for transfers, making the process inefficient and subject to errors. Additionally, the lack of a tracking framework further compounded the difficulty in maintaining accurate reporting and auditing.

How we helped them

Ciklum’s partnership with Santander Portugal resulted in the complete automation of its mortgage transfer process, enabling the bank to handle a larger volume of requests while delivering a consistent banking experience. Ciklum began building the application in December 2022 and took it live within 11 months. The new application helped the bank to consistently meet the 8-day SLA for transfers, enhance customer experience in banking, and optimize costs in manual overheads.

RPA bot integration with Appian

Built and integrated an RPA process with Appian, to automate liquidation of loans in Santander legacy systems.

IDP for documents

Set up Appian’s Intelligent Document Processing functions to automatically extract data from documents.

Smart batch operations

Developed innovative batch frameworks to enable the processing of large quantities of processes at once.

Reporting and visualization

Integrated complex reporting metrics within Appian application to help track and visualize mortgage transfers.

The results

€250K worth in FTE savings

8-day SLA Improved

Reduced risk of errors in documents

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