SANTANDER UK
Santander statistics for 2020 :
14.3m active customers
£ 169.9bn
UK mortgage loans
£ 27.5bn
UK corporate loans
6.3m digital customers huge amounts of regression testing .
“ Banks are subject to change freezes when there are other priorities in the business that people are using these platforms for – such as big events like Christmas and Black Friday – where one doesn ’ t want to compromise your core systems , but we were able to extract ourselves from such dynamics by moving to the cloud and to SaaS .”
“ We took analysis of our customer experiences , as well as our relationship managers , director and our main sales staff . We were able to look at where they were spending most time and what would have the biggest impact to the customer and colleagues and what tech would lay the right foundations to support our progression ,” said Holman .
He commented that progression started with Salesforce and digitising sales and servicing and then moved into onboarding
1,600 new active mobile users per day
and subsequently moved into credit risk and fulfillment .
“ It ’ s really important to see the biggest impacts on customer and colleague experience first , as well as laying the right foundations to build upon so we can create a new architecture that allows us to move so much faster . We had to balance this with disruption and change capacity ” he said .
Power of tech to re-imagine the future Holman reinforced the message that Santander UK ’ s technology partners provide them the time and focus to enhance the customer experience .
“ Steve Jobs is famous for quoting that when a business moves from the period where a product-minded person is in