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Development of Enhanced Customer Portal for Financial Leasing

ailleron.com

Financial services

Information technology

Challenges with Digital Transformation and Customer Experience

PKO Leasing faces challenges in meeting evolving customer needs driven by rapid digitalization in the financial industry. The company needs to improve efficiency, reduce operational costs, and enhance customer satisfaction through automated online processes and a modern customer portal. Key pain points include managing increasing customer volume, reducing manual processes, minimizing system downtime, and addressing environmental concerns related to paper-based documentation.

About the Client

PKO Leasing is a leading leasing and rental provider in Poland, owned by PKO Bank Polski Group, offering financial solutions to businesses of all sizes.

Project Goals

Enhance customer satisfaction and loyalty through a user-friendly and comprehensive customer portal.
Increase efficiency of customer service processes through automation.
Reduce operational costs associated with manual processes and paper-based documentation.
Improve system reliability and minimize service disruptions.
Expand the adoption of remote management features for leasing contracts.

Functional Requirements

Account overview with contract details.
Payment management and payment history.
Balance confirmation.
Document access and management.
Remote management of leasing contracts (e.g., modifications, renewals).
Secure communication with PKO Leasing.
Notifications and alerts regarding payment deadlines and contract milestones.

Preferred Technologies

Cloud-based platform

API-driven architecture

Secure authentication and authorization

Scalable database solution

Modern front-end framework (e.g., React, Angular, Vue.js)

Required Integrations

PKO Leasing's core leasing system
Payment gateway providers
Document management system
CRM system

Non-Functional Requirements

High availability and 100% uptime.
Robust security measures to protect customer data.
Scalability to accommodate future growth.
Performance optimization for fast response times.
Accessibility compliance (e.g., WCAG).

Expected Business Impact

The project is expected to significantly improve customer satisfaction (as evidenced by the growing NPS), reduce operational costs, enhance efficiency, and streamline processes. Increased self-service adoption through the enhanced portal will reduce the workload on customer service representatives and improve overall customer experience. The improved system reliability will minimize service disruptions and enhance customer trust.