Transforming the Mortgage Transfer Process for Santander

IN A NUTSHELL

€ 0 K

Worth in FTE savings

0 %

SLA Compliance

Reduced risk

of errors in documents

About Santander
The Challenge
How we helped them
The results

01

About Santander

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.

5000

EMPLOYEES

Global

LOCATION

Banking

INDUSTRY

02

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.

03

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.