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Development of a 24/7 Self-Service Customer Portal for Leasing Management

ailleron.com

Financial services

Business services

Information technology

Challenges in Traditional Leasing Service Delivery

Santander Leasing faced limitations in providing 24/7 remote access to leasing services, relying on manual processes for payments, document signing, and service management. This resulted in reduced customer satisfaction and operational inefficiencies in after-sales service delivery.

About the Client

A leasing and financing provider for SMEs and corporate clients, specializing in fixed asset financing and customer-centric financial solutions.

Digital Transformation Goals

Implement a 24/7 accessible self-service portal for leasing customers
Simplify user authentication and onboarding processes
Enable digital payment processing and electronic signature capabilities
Automate after-sales service management workflows
Increase online payment adoption and customer engagement

Core System Capabilities

Single sign-on (SSO) authentication
Integrated payment gateway with multiple payment methods
Electronic document signing and management
Service request submission and tracking dashboard
Real-time account and contract information access
Automated billing and payment reminder system

Technology Stack Requirements

Cloud-native architecture (AWS/Azure)

React or Angular for frontend

Node.js or Java for backend

Blockchain for document verification

AI-powered chatbot integration

System Integration Needs

Core banking systems
Payment service providers (PSPs)
Electronic identity verification services
Customer relationship management (CRM) platform
Document management systems

Operational Requirements

99.9% system availability
GDPR and PSD2 compliance
Multi-factor authentication
Horizontal scalability for peak loads
Real-time transaction monitoring

Expected Business Outcomes

The implementation is projected to increase online payment adoption by 40-60%, reduce service delivery costs by 30%, and improve customer satisfaction scores by 25%. The platform will enable 24/7 service access, streamline operations through automation, and create new digital engagement channels for leasing customers.