Bank mortgage division's digital transformation – Moondigo use case

We support the best in what they already excel at, sharing competence, talent and full focus on the client’s goal.  We have always worked, and will work this way.

The customer

PKO Bank Polski S.A. (short for Polska Kasa Oszczędności), also known as PKO BP, is a leading Polish universal banking institution with more than 100 years of history. As for 2023, the market cap of the PKO BP group was about PLN 65 billion (≈ USD 17 billion).

Headquartered in Warsaw, PKO BP is one of the largest financial institutions in Central and Eastern Europe. 1145 branches in Poland, Germany, the Czech Republic, Slovakia, Ukraine, Ireland, and Sweden, a structure of subsidiaries operating in banking, leasing, debt collection, factoring, insurance, real estate, and property management – the scale speaks for itself.

PKO BP is a pride of Poland, and we’re proud to serve them.

The goal

The client commissioned us to carry out a comprehensive digital transformation of the entire mortgage business for individual customers and small and medium-sized enterprises. One of the key goals of the assignment was to create a complete end-to-end process operating completely digitally, without the need for the customer to visit a branch.

New tools and procedures were implemented simultaneously on the web and on mobile channels, so as to ensure seamless integration and easy intertwining of both areas, regardless of which channel the recipient is currently using.

This was the first such process in the Polish banking industry.

The work

First – we listened. It is the client who knows his business best. If not, he would never have achieved so much. We, on the other hand, are here to help him achieve even more with technical and creative support So when we listened carefully to the client, we prepared a plan. Then we discussed it, matching each step and each component to the expected expected outcome. How would we know if a project was successful?  What is necessary, and what would be a welcome added benefit? Everything is on the table, everything is up for discussion – and sky is the limIT. Then, we did all the work:

• technical product owner role – two simultaneous work streams • product owner role – the whole online mortgage sales
• IT architect role – the entire solution from A to Z
• 100% digital online mortgage service ecosystem
• employees and subcontractors supervision
• universal, bank-wide API implementation
• every sales stage offer personalisation
• two existing legacy systems unification
• new document management system

The result

FINANCIAL GAINS

higher margin on mortgage product sales 
50% more customers serviced automatically
80% less paper documentation

USER EXPERIENCE GAINS

fewer issues requiring a visit to a local bank branch 
mortgage customer satisfaction increase 
faster service through online processes 
higher offer personalization

The bank, the customer, and even the enviroment (paperless service) benefit here. As always at Moondigo – it’s the works that work!

The digital transformation of our mortgage process has been one of the most ambitious and impactful projects we've undertaken. It represented a major leap in our digital transformation strategy, and Moondigo was an invaluable partner throughout the journey. Their team demonstrated a deep understanding of both our technical challenges and business goals together with ability to understand the complexities of our requirements. Their ability to integrate legacy systems with new digital processes and cloud based solutions was impressive

IT Development Director, PKO BP

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The answer is always YES

Do you cater to clients throughout Europe, Americas or Middle East?

Yes – we operate 100% internationally: Europe, USA, Middle East, South America and many more: to the Moon and back :).

Do you have wide, proven experience in security?

Yes – we've done many security-oriented projects. The Moondigo team has many specializations, and security is one of them.

Are you capable of working with tight time schedules?

Yes – timeliness is part of our quality.

Can you organize the work on the customer side, too?

Yes – we often engage in managing the change and implementation process. For the duration of the joint project, we are one team with the client!

Do you offer futher service, care, and maintenance?

Yes – designing o implement a new solution or service is only the beginning of the standard we offer. Our customers can count on comprehensive service in further stages as well.

Is it possible to order custom, one-off IT solution here?

Yes – all Moondigo services and competencies and designs can be precisely tailored to the given needs.

Can we meet your team before I make any decisions?

Yes – of course! First talk, then work, that's the best process for making extraordinary, and extraordinarily well-developed, things.

Moondigo™: works that work

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