Hellenic Bank

Delivering Better Customer and User Experiences
Industry
Financial & Banking
Company
Hellenic Bank is one of the leading financial institutions in Cyprus. It provides a full spectrum of competitive banking products and services for both businesses and consumers, including life insurance and general insurance services through its two insurance subsidiaries. With strong capital adequacy and robust liquidity, Hellenic Bank is at the forefront in financing the growth and transformation of Cyprus’ most important industries and businesses.
Challenge
After acquiring several assets and liabilities from the Cyprus Cooperative Bank in 2018, Hellenic Bank underwent rapid expansion of both its customer base and its workforce. As a result of the acquisition there was a need to integrate additional technologies into the existing IT Landscape. With bank tellers relying on a legacy terminal emulator to access the Core Banking System, the bank recognized that the existing emulator was an impediment to the bank achieving its security requirements. While the growing tech stack complicated ongoing efforts to integrate with other systems in the bank, the bank’s mission-critical terminal emulator was identified as the major barrier to achieving overall business objectives. To truly transform teller and customer experiences, the bank required tools that could automate processes across several systems. As it stood, tellers had to repeatedly log in through multiple applications to access the services or data that resided within siloed systems, slowing customer service. Additionally, these systems were accessible only via a desktop client, limiting the mobility of the bank’s credit officers.
Results
  • Introduction of a dynamic, context-sensitive interface reduced training time for tellers and facilitated faster processing of transactions while supporting increased accuracy.
  • Accelerated transaction speeds have subsequently improved the customer experience, helping the bank deliver on its vision.
  • Compliance concerns have been addressed through the build of a modern, HTML5-based user interface equipped with up-to-the-minute levels of TLS security.
  • The bank’s IT team now has a flexible, modern toolset that reduces development time and resource spend while enabling further innovation.
The relationship from proof of concept through implementation and beyond is unmatched. Rocket really puts their customers first, just as we do.
Kyriakos Christou, Lead Developer, Hellenic Bank