Digitalisation Q1 2021 1
91,2/100 satisfaction among customers in the age
bracket 18–29 after receiving advice on savings or pension (Source: Survey by SKI, Q4 2020) Launch of a new customer relations platform Our four focus areas Handelsbanken’s development work is focused most distinctly on four areas: The customer meeting: It has to be simple to be a customer of Handelsbanken. Our meeting places must be accessible and useful, and based on our customers’ requirements. We will offer an integrated local and accessible experience, where customers can move between different meeting places. Building relationships: Our personal and long-term customer relationships give us a competitive edge. By supplementing our personal knowledge of our customers with concrete data, and by reducing the administrative tasks required of our employees, we are given the opportunity to provide the right offer, at the right time, in the right place. It must be easy to give service and support to our customers. Data & security: We use data to offer relevant, customised services and products at all our meeting places. As the importance and value of data are constantly increasing, we have to ensure that our customers feel secure in the knowledge that our use of data meets the highest standards of security, ethics and privacy. Our strength lies in combining this with close relationships and extensive customer knowledge in our customer meetings. New co-operations: New regulations and new technology are generating increased openness and data sharing. Together with other players, we can capitalise on our in-depth knowledge of our customers’ expectations to develop our local and digital presence, and in doing so create customer benefit and business opportunities. 110 000 visitors to the Pensions Guide since October 2020 launch Ca 33% 1 93 per cent of customers experience that they have a personal contact for their occupational pension, compared with a sector average of 43 per cent (Source: SKI Insurance 2020) No. 1 in the transfer market 2020 growth in proportion of non-physical meetings between 2019 and 2020 HANDELSBANKEN 7