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SDC NEoS | Helping Local Banks into a Competitive Digital Future
For many years, SDC has provided IT operations and development to the Nordic region's smaller banks. But eventually SDC sat and developed on a 17-year-old platform that had a hard time keeping up with customer needs - let alone competitors' MobileSwipeSwipPayChip solutions. Onboarding of new customers was, for example, based on email - not just a potential source of errors and wasted time, but a major GDPR risk. Therefore, SDC undertook the ambitious task of helping local banks into a competitive digital future. With NEoS, 114 banking brands have the opportunity to compete with the biggest in a modern, digital banking experience. Each bank has access to all content modules across open and closed pages, and with customizable modules, the individual bank can create fully as engaging experiences on closed online banking pages as on the front page. Danish De fleste kan li’ ideen om den lokale bank der kender dig, dine omstændigheder og dine behov. De færreste synes det er sjovt, når deres store bank er på forsiden af aviserne med en ny skandale. Men når vi sådan rigtigt skal vælge, er det som regel andre ting end værdipolitik der gør udslaget: Har de en god netbank? Er det nemt at blive kunde? Er der en lækker app? Har de måske også et godt tidssvarende tilbud til mine børn? Og selvom de fleste mindre banker har en klar idé om hvilke digitale løsninger præcis deres kunder ønsker sig, er det svært at følge med udviklingen når man konstant skal opdatere sine systemer i takt med nye regulativer og sikkerhedsforordninger – som regel indført pga. større konkurrenter med dybere lommer. Heldigvis for alle der kan lide lokalt, er der et alternativ til at beklage sig over unfair konkurrenceforhold. Hvad nu hvis 100 mindre banker kunne blive enige om én, fælles løsning – og brugte alle de fælles ressourcer på at slå storbankerne i deres eget spil? (Det spil der handler om kundeoplevelser, ikke … de andre). Så nem er historien ikke. Det kan 100 banker selvfølgelig ikke blive enige om. Hvem skal bestemme menuen, farverne, logoet, forsiden? SDC, der blev oprettet i 1963 som Sparekassernes Datacentral, er født til at løse netop den udfordring. I mange år har SDC leveret IT-drift og udvikling til Nordens mindre pengeinstitutter. Men efterhånden sad SDC og udviklede på en 17 år gammel platform der havde svært med at følge med kundernes behov – endsige konkurrenternes MobileSwipeSwipPayChip-løsninger. Onboarding af nye kunder var fx baseret på email – ikke blot en potentiel kilde til fejl og spildtid, men en stor GDPR-risiko. Derfor påtog SDC sig den ambitiøse opgave at hjælpe de lokale banker ind i en konkurrencedygtig digital fremtid. Men hvordan laver man lokal digital bank i internationalt format? Når ”lokal” betyder over 120 banker, med 114 unikke brands, i 4 forskellige lande, med hver sine standarder, login-former og, nå ja, valutaer? Løsningen på de små bankers ulige kamp er SDCs NEoS – én platform på tværs af bankernes åbne sider, lukkede sider, web-bank, bank-app og børneapp. Én samlet løsning, der understøtter integrerede kunderejser på tværs af transaktions- og informationsuniverser i Nordens mest fremtidssikrede og fleksible bank-platform. NEoS er ’Banking-as-a-Service’ – med frihed for det enkelte bank-brand til at bestemme sit eget visuelle udtryk og visning af funktioner og data – uden at det koster stabilitet og effektivitet for platformens performance. En slags digital ”Build-a-bank”, med frihed til at skabe lige den lokale bank de drømmer om. Moderne arkitektur med Sitecore i ’headless-mode’ Alt dette er muligt pga. SDCs unikke kombination af cloudbaseret applikations- og API-lag med en moderne og robust kernebank-infrastruktur, hvor mere end 200 frontend-klienter håndterer sprog- og forretningslogik – på tværs af 5 lande, 4 forskellige login-systemer, integrerede PSD2 services, og alt sammen indenfor kernebankens sikkerhedssetup. Den delte kodebase, hvor alle endpoints abstraheres gennem samme delte Typescript-lag, muliggør fuld funktionsparitet på tværs af både apps, åbne sider og netbank som tolkes i henholdsvis React Native og React, men deler samme logik fuldt ud. En multitenant Sitecore-installation leverer indhold og komponenter afskåret fra præsentations-og logiklaget så 114 banker får deres helt eget visuelle udtryk hvad enten de er grønne eller blå eller ligger i Tórshavn eller Tulstrup. Med andre ord: Ægte headless. Løsningen inkluderer en avanceret ”APE” (Automated Product Engine) – alt det der sikrer det rigtige workflow rundt om bankens produkter, så den enkelte bank blot skal sætte et flueben for at fx det rigtige kommunikationsflow automatisk sættes i gang når du bestiller et nyt Mastercard. Vi har bygget et komplet ’featurecenter’, så den enkelte bank selv kan tænde og slukke funktioner og moduler – både i app og på web – direkte fra CMS’en uden tekniske færdigheder. Trods fleksibiliteten sørger den centrale kerne for at alle moduler automatisk vedligeholdes mht. compliance og tilgængelighedskrav. Og selv den mindste bank kan uden særlige forudsætninger komme i gang med avanceret personalisering, baseret på Dynamic Yield, ved at benytte SDCs præ-definerede personaer til at personalisere og målrette oplevelsen – både i app og på åbne og lukkede sider. Banker der har behov der rækker ud over tilpasning af standardfunktionaliteten kan enten vælge at bygge deres egne React-komponenter til platformen eller bygge ovenpå SDCs REST-ful API. Med NEoS har 114 bank-brands fået mulighed for at konkurrere med de største i en moderne, digital bankoplevelse. Hver enkelt bank har adgang til alle contentmoduler på tværs af åbne og lukkede sider, og med personaliserbare moduler kan den enkelte bank skabe fuldt ud så engagerende oplevelser på lukkede netbanksider som på forsiden. Løsningen er i drift hos 25% af de danske bankkunder og driver i øjeblikket mere end 1,2 mio logins om ugen – så integreret i den lokale bankoplevelse at de færreste er klar over at løsningen er fra SDC og ’deles’ med 100 andre banker. "NEoS programmet har været løftestang for en større transformationsproces på SDC, hvor man gennemgående har forandret tilgang fra at have et teknisk indefra og ud perspektiv til et kundeorienteret udefra og ind perspektiv. Med NEoS har vores kunder fået en platform, der gør dem rustet til fremtiden i en finansverden." – Sille Stener, Senior Vice President, SDC 4 integrerede agile produktteams og et Devops team arbejder i dag sammen om at levere ind til platformen og løbende udrulle nye funktioner og forbedringer. Teamet bygger ny kode hver uge, og frigiver nyt release minimum hver måned. Det agile setup med 14 dages sprints og en ’continous delivery’-kadence har forbedret releasecyclus med 300% og time-to-market er drastisk forøget. Takket være introduktionen af CMS og ekstern styling kan bankerne selv opdatere form og indhold på et øjeblik, hvor man før måtte vente måneder på selv de mindste kosmetiske rettelser. Platformen åbner for helt nye serviceområder for den klassiske datacentral, som skaber ny forretning på at kunne supportere deres kunders nye muligheder. På grund af den fleksible, komponentbaserede arkitektur kan SDC nu lancere og onboarde en ny bank på platformen på helt ned til 2 uger. Nye automatiserede flows forbedrer også bankkundernes oplevelse: På tværs af SDCs danske bankkunder gennemføres ca. 90 daglige onboardingflows – dvs. hvor kunder selv onboarder sig. Tidligere skulle kunde og rådgiver gennem en længere dialog inkl. fysisk møde i banken hvor kunden skulle bevise sin identitet. En forbedring der alene sparer kunde og rådgiver 1-2 timers arbejde pr. onboarding. FinansWatch kårede i september 2021 Middelfart Sparekasse som vinder af Bedste Digitale Kundeløsninger blandt mellemstore pengeinstitutter, med højeste ekspertvurdering i ”bedste innovationsevne” og ”bedste mobilbank”. Året før var vinderen BankNordik, mens Jutlander Bank blev ”Årets Digitale Finansvirksomhed” – med Middelfart Sparekasse som nr. 2. Fællesnævner? Alle 3 er på SDCs platform… English (Google translate) Most people like the idea of the local bank knowing you, your circumstances and your needs. Few people think it's fun when their big bank is on the front pages of the newspapers with a new scandal. But when we have to make the right choice, it is usually other things than value policy that make the difference: Do they have a good online bank? Is it easy to become a customer? Is there a great app? Maybe they also have a good up-to-date offer for my kids? And although most smaller banks have a clear idea of what digital solutions exactly their customers want, it is difficult to keep up with developments when you constantly have to update your systems in line with new regulations and security regulations - usually introduced due to larger competitors with deeper pockets. Fortunately for anyone who likes local, there is an alternative to complaining about unfair competition. What if 100 smaller banks could agree on one, common solution - and used all the common resources to beat the big banks in their own game? (The game that is about customer experiences, not the others). The story is not that easy. Of course, 100 banks can not agree on that. Who should decide the menu, the colors, the logo, the front page? SDC, which was established in 1963 as Sparekassernes Datacentral, was born to solve just that challenge. For many years, SDC has provided IT operations and development to the Nordic region's smaller banks. But eventually SDC sat and developed on a 17-year-old platform that had a hard time keeping up with customer needs - let alone competitors' MobileSwipeSwipPayChip solutions. Onboarding of new customers was, for example, based on email - not just a potential source of errors and wasted time, but a major GDPR risk. Therefore, SDC undertook the ambitious task of helping local banks into a competitive digital future. But how to make local digital banking in international format? When "local" means over 120 banks, with 114 unique brands, in 4 different countries, each with its own standards, login forms and, well, currencies? The solution to the small banks 'unequal battle is SDC's NEoS - one platform across the banks' open pages, closed pages, web banking, banking app and children's app. One comprehensive solution that supports integrated customer journeys across transaction and information universes in the Nordic region's most future-proof and flexible banking platform. NEoS is 'Banking-as-a-Service' - with the freedom for the individual banking brand to determine its own visual expression and display of functions and data - without costing stability and efficiency for the platform's performance. A kind of digital "Build-a-bank", with the freedom to create exactly the local bank they dream of. Modern architecture with Sitecore in 'headless mode' All this is possible due to SDC's unique combination of cloud-based application and API layers with a modern and robust core banking infrastructure, where more than 200 front-end clients handle language and business logic - at across 5 countries, 4 different login systems, integrated PSD2 services, and all within the core bank's security setup. The shared codebase, where all endpoints are abstracted through the same shared Typescript layer, enables full function parity across both apps, open pages and online banking as interpreted in React Native and React, respectively, but fully share the same logic. A multitenant Sitecore installation delivers content and components cut off from the presentation and logic layer so that 114 banks get their very own visual expression whether they are green or blue or located in Tórshavn or Tulstrup. In other words: Real headless. The solution includes an advanced "APE" (Automated Product Engine) - everything that ensures the right workflow around the bank's products, so the individual bank just has to tick a box to, for example, the right communication flow is automatically started when you order a new Mastercard . We have built a complete 'feature center', so that the individual bank can turn on and off functions and modules - both in the app and on the web - directly from the CMS without technical skills. Despite the flexibility, the central core ensures that all modules are automatically maintained in terms of compliance and accessibility requirements. And even the smallest bank can, without special preconditions, get started with advanced personalization, based on Dynamic Yield, by using SDC's predefined people to personalize and target the experience - both in the app and on open and closed pages. Banks that have needs that go beyond adapting to the standard functionality can either choose to build their own React components for the platform or build on top of SDC's REST-ful API. With NEoS, 114 banking brands have the opportunity to compete with the biggest in a modern, digital banking experience. Each bank has access to all content modules across open and closed pages, and with customizable modules, the individual bank can create fully as engaging experiences on closed online banking pages as on the front page. The solution is in operation at 25% of Danish bank customers and currently operates more than 1.2 million logins per week - so integrated into the local banking experience that few are aware that the solution is from SDC and 'shared' with 100 other banks . "The NEoS program has been a lever for a major transformation process at SDC, where the approach has consistently changed from having a technical inside-out perspective to a customer-oriented outside-in perspective. With NEoS, our customers have a platform that equips them for the future of a financial world. " - Sille Stener, Senior Vice President, SDC 4 integrated agile product teams and a Devops team today work together to deliver to the platform and continuously roll out new features and improvements. The team builds new code every week, and releases new release minimum every month. The agile setup with 14 days of sprints and a 'continuous delivery' cadence has improved the release cycle by 300% and time-to-market has been drastically increased. Thanks to the introduction of CMS and external styling, the banks themselves can update the form and content at a time when they used to have to wait months for even the smallest cosmetic corrections. The platform opens up completely new service areas for the classic data center, which creates new business to be able to support their customers' new opportunities. Due to the flexible, component-based architecture, SDC can now launch and onboard a new bank on the platform in as little as 2 weeks. New automated flows also improve the banking customers' experience: Across SDC's Danish banking customers, approx. 90 daily onboarding flows - ie. where customers themselves onboard. Previously, the customer and advisor had to go through a longer dialogue incl. physical meeting at the bank where the customer had to prove his identity. An improvement that only saves the customer and advises 1-2 hours of work per. onboarding. In September 2021, FinansWatch named Middelfart Sparekasse the winner of Best Digital Customer Solutions among medium-sized banks, with the highest expert rating in “best innovation ability” and “best mobile banking”. The year before, the winner was BankNordik, while Jutlander Bank became "Digital Finance Company of the Year" - with Middelfart Sparekasse as No. 2. Common denominator? All 3 are on SDC's platform…
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