Digitalisation Q1 2021 1
DIGITALISATION@HANDELSBANKEN DIGITALISING THE MOR
TGAGE PROCESS A clear example of how Handelsbanken works with business development and digitalisation is our mortgage business – a core business area for the Bank and a high-priority matter. Here we see how we continuously and regularly develop, launch, implement and optimise various products, services and tools. T he increasing digitalised handling of the offerings, processes and services behind our mortgage business is about making them more attractive, simpler and clearer, allowing us to use the appropriate resources for the appropriate activities and to adopt a more sustainable approach. This is why developments are under way in many areas, considering several different perspectives. After all, our strong position needs to be defended. In 2020, we were also the mortgage provider that captured the largest market share in terms of net mortgage lending in the Swedish market. New technology helps improve analysis and spurs further development What happened? Why? What happens next? What do we want to happen next? Using data from new services and tools allows us to produce more sophisticated analyses of past, present and future trends, and to handle more complex matters, which will ultimately generate added value for both us and our customers. An important facet of our development during the coming times will involve creating conditions to ensure that our customers can always talk to decision-makers in their interactions with us, whatever platform they choose. It will also be important to ensure that our advisors receive the necessary support so that they contact the right customers with a relevant offering at the right time, particularly in the case of mortgages. The process of transformation is like a marathon during which we must constantly evaluate and optimise what we are doing on the basis of the knowledge we have accumulated. New technology is an enabler for analysis How can WE make it happen? "Next best action" What will happen? Why? What happened? Descriptive Analysis Descriptive Analysis Descriptive Analysis Descriptive Analysis Complexity 26 HANDELSBANKEN 2 Value