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At Unblu, we take pride in working closely with our customers to deliver tailored results that align with each institution’s specific objectives. When our customers’ projects mature and bear fruit, we celebrate – and share – the success they experience.
One recent example of this is Tatra banka, the 3rd biggest bank in Slovakia , leading in asset management and corporate and private banking. Tatra Banka is well recognized as innovation leader on the market, bringing constantly new features and improvements to customers. The bank, which is part of the Austrian RBI group, has won over 300 awards across 30 competitions.
A focus on innovation
Innovation is paramount at Tatra banka, with a brand promise to be the “leader in innovation and regularly offer clients new useful products that make their lives easier.”
For this reason, Tatra banka has recently launched a new “remote service” capability to transform the way their clients communicate with their advisors. The service, which is open to affluent retail clients with personal banker care, allows for direct interaction via the Tatra banka mobile application.
The technology is planned to be made available to other client segments at a later date.
Partnering with Unblu and Soitron
Tatra banka began partnering with Unblu and Soitron, an IT support and solution provider that specializes in complex IT projects.
Unblu played a vital role in this collaboration, supplying the Digital Client Interaction Solution that facilitates communication between client and wealth manager.
Co-Browsing technology is well known on many bank websites. However, with Unblu’s technology, Tatra banka became the first bank in their region to implement “Mobile Co-Browsing” or “Co-Apping” directly into a mobile application.
A secure interaction alternative
The priority was to build a permanent space for interactions that was both secure and efficient. Instead of communicating via emails or highly insecure messaging apps, clients can now, as Tatra banka put it, “leave messages, ask questions or request assistance at any time, which increases the comfort and efficiency of managing their finances.”
For the bankers, the mobile app gives them greater ability to serve clients remotely, safe in the knowledge that all communication is fully encrypted, secure, and stored for 10 years per regulatory requirements.
As Eva Fedorová leading contact center systems development team says:
Designed for convenience
The last point that Eva Fedorová makes is particularly significant. There is a common perception that security comes at the expense of convenience, but this is not the case with Tatra banka’s new interaction technology.
In fact, while being entirely secure, the dedicated communication space also offers added interaction capabilities that are easier to access than traditional alternatives.
As Tatra banka says, “The client can ask or write a request to their banker at any time, who will deal with it during working hours. In addition, in the chat it is possible to seamlessly switch to an audio or video call, with no additional verification required.”
Enhanced collaboration technology
Secure messaging and Video & Voice capabilities is a powerful combination that facilitates easy, frequent interaction between clients and bankers. However, the app also offers enhanced collaboration capabilities for those times when more detailed support is required.
As Tatra banka says, “The client does not need to use another application, everything takes place directly in the Tatra banka mobile application.” This is particularly useful for service requests, such as finding relevant information within the app. The banker can now guide the client from within the environment itself.
Furthermore, throughout these interactions, security is maintained at the highest level. Tatra banka explains how this is achieved, saying:
“Unlike regular screen sharing, this technology ensures that the banker cannot ‘click’ anything on the client’s behalf and the banker doesn’t have access to sensitive information that is exclusively owned by the client.”
“The banker sees only what is displayed in the Tatra banka mobile application. He does not have access to data such as the PIN code for confirming payments, the PIN code for the card, or the entire payment card number. He also does not have access to applications and data outside the Tatra banka mobile application, and therefore no private messages or personal data will appear in the bank records from the meeting.”
If you would like to find out more about how the new interaction and collaboration capabilities work, the magazine Techbox wrote an article where they lay out the in-app experience.
Celebrating a successful rollout
We at Unblu are delighted to have contributed to Tatra banka’s groundbreaking advancement in client communication.
Through the integration of Unblu’s Digital Customer Interaction Platform into the Tatra banka mobile app, customers can now engage with their agents more efficiently, all while maintaining robust security and control.
This milestone is a testament to our strong collaborative efforts with both Tatra banka and Soitron. We are grateful to the Tatra banka team for their trust in us and want to congratulate them on this remarkable achievement.
Interested in finding out more?
