The first major challenge was the process of a simultaneous legal and operational acquisition of the demerged business of Deutsche Bank Polska. It was an unprecedent undertaking in the Polish financial sector. Within only 72 hours, 60 TB of data from all areas were effectively migrated and 400,000 retail and business customers were successfully transferred into the systems of Santander Bank Polska. Additionally, as a result of the acquisition the bank had to change its employment structure. The related elimination of jobs is always a big challenge and a difficult process. But what the experience has taught us is that when you listen to each other carefully and work together on finding the best solution for both parties, it turns out to be possible.
Another huge challenge was the rebranding and renaming of the bank to Santander Bank Polska. During the 3-day operation, we changed the signage of 673 branches and partner outlets and the labelling and screen layout of 1,730 ATMs and CDMs. We have launched 29 new card design images, updated 140 IT systems and revised 1,837 internal regulations and document templates. SE have replaced all bank forms, business cards, stamps and advertising and information materials. The online and mobile banking platforms got new names and a new look. The coordination of this immense operation required appointment of an interdisciplinary team to make sure the process will be efficient and friendly to our customers. Bearing in mind the scale of the project, you cannot expect everything to be 100% trouble-free but we have learned that if we act together we can overcome any difficulties which might occur.
The third challenge which we faced last year, as has already been mentioned, was the launch of the Agile methodology of work. It was a major change, affecting not only our structure and organization, but also the daily culture of our work. In this case, we have gained not so much a learning lesson but rather a reassurance that the best strategic solutions are the ones which improve customers’ experience. Investments in a cultural transformation are worthwhile as they have a great impact on customer satisfaction.