Bank Millennium refreshed several of the most popular services, such as transfers or applying for a cash loan, and introduced new solutions in online services, including investment products. Services in electronic channels, such as transaction authorization using a mobile application, have been included in the branches.
In addition, during the lockdown, educational activities were strengthened to support customers in using online channels. In response to the increased need to use online services during the pandemic, a website was created to help clients to start using bank service on their computers and smartphones: www.bankmillennium.pl/pierwszykrokonline. At the same time, the „First step online” campaign was launched in branches and ATMs. Digitization activities were part of the strategy of the entire Bank. Also branch employees (with the help of Digital Ambassadors) proactively support clients in taking their first steps in electronic banking.
New transfer form. Bank Millennium refreshed the service most frequently chosen by customers in electronic banking, which is domestic transfer. The introduced changes allow clients to make payments even faster. One of the most important is the form itself, which has been simplified to three fields. The form dynamically develops as the filling progresses. At the same time, it reduces the amount of data needed to enter it to a minimum.
New cash loan process. Bank Millennium refreshed the process of applying for loan products in line with the omnichannel approach. Clients can apply for additional funds through any channel, fully remotely or hybrid – online with the support of an employee of the hotline or facility. The process aggregates in an improved form, on one application, the existing options, such as remote consent of the spouse or consolidation of external loans, and soon also, for example, solutions facilitating the adjustment of the loan amount and instalment amount to the client’s financial capabilities. In addition, the solution in Millenet and mobile app got a modern and more intuitive design.
Mortgage application status. In Millenet and the mobile application, the customer can check the progress of the submitted mortgage application at any time. Additionally, they receive a notification each time the status of the application changes. In addition, the Bank has made available an extra layer for the mobile application that allows viewing the application for non-customers. The functionality also enables an easy way of online contact with the Bank’s employee processing the application. This was the first stage of the Bank’s mortgage digitization project.
Investment products available online. Bank Millennium has enabled clients to invest their money via internet banking and mobile app. Clients can purchase the Millennium Investment Program or open a structured deposit from a computer, tablet or phone. In both processes clients can complete the MIFID questionnaire and better adjust the products to their capabilities, knowledge and experience.
Opening an account with a selfie. Bank Millennium has given new customers the ability to open a personal account using confirmation of identity based on photos of an ID card and a selfie. An account is created in a few minutes, without the need to contact a consultant or print documents. Instructions on how to start using electronic channels are sent to the e-mail address of the new customer.
Recovering login data. In order to make it as easy as possible for customers to log in to the account, Bank Millennium has made available on its website the process of secure data recovery for logging into internet banking (login and password).
Mobile Authorization in branches. As part of the omnichannel approach, Bank Millennium has made available the possibility of confirming some of the transactions carried out in branches using Mobile Authorization. Thus, the customer, instead of signing the paper confirmation, approves it on the phone using the Bank Millennium mobile application.
Credit holidays. In response to the economic situation caused by the pandemic, Bank Millennium provided individual customers with an online application for suspension of loan instalments repayment for three months, and then the possibility of extending loan holidays by another three months.
Transaction limits. In response to customer expectations, we have added the option to set Mobile limit and BLIK limits in the mobile application. In addition, the maximum daily transaction limits in Millenet and the mobile application have been increased.
System working 24/7. Bank Millennium extended processing of operations at night. Thus, own transfers ordered during these hours will immediately be on the indicated accounts, and external transfers are posted on an ongoing basis. The opening or termination of a deposit and investment products is immediately visible on the account, regardless of the time at which the client makes the instruction.
Changes in live chat. Bank Millennium has started a project to improve the operation of live chat, which is the most-chosen communication channel, especially in the mobile application (an average of 25,000 chats per month, which is approx. 50% of all, including those in Millenet and on the portal). A new platform has been implemented, fully integrated with the Customer Service System in the Contact Center. This change also has a positive effect on the work of consultants who have gained additional tools, including for advanced management of the ticket queue. In 2021, this customer service channel will become an even more important element of the app, as customers will be able to initiate a chat with a consultant from the level of various processes, e.g. applying for a cash loan.