DSK Bank, Backbase announce digital transformation cooperation


Image by Karolis Kavolelis /

Bulgaria's largest financial institution, DSK Bank, a member of the Hungarian OTP Group, has announced a partnership with Backbase, the leading Engagement Banking Platform provider, according to a press release sent to the Budapest Business Journal.

The software company will work closely with DSK Bank to accelerate the bank's digital transformation and future-proof its operating model by reimagining its solutions in a customer-centric way.

The bank will use the Backbase Engagement Banking Platform deployed on Microsoft Azure as well as Backbase Digital Banking and Digital Sales solutions to provide frictionless self-service and digital capabilities for the bank's retail customers.

OTP Bank has been a dominant credit institution in the online space for a long time, not only at home but also in the region through its subsidiary banks. Last year, OTP Bank was awarded the World's Best Consumer Digital Bank Award 2021 by Global Finance magazine.

DSK Bank will use the master template developed for OTP's Slovenian member and the group's first Backbase customer, SKB Bank. This will enable new digital solutions to be brought to market faster and reduce the cost of technology ownership through economies of scale and a platform-based approach.

The front-to-back transformation is in line with DSK Bank's strategy to provide a unique end-to-end digital experience for retail and small business customers. The solution will span the entire customer lifecycle from customer acquisition to customer service and product offerings. The Backbase Engagement Banking Platform also enables the bank's employees to gain a 360° view of customers and better insight into their unique needs.

The partnership aims to reduce processing time, increase satisfaction and encourage customers to use digital channels for transactions over in-branch transactions, according to the press release.

"DSK Bank is embarking on a digital transformation that emphasizes both the 'digital' and 'transformation' elements equally. Customer expectations have changed and our goal is to adapt our products and processes to their needs, regardless of which channel the customer prefers to use. With the Backbase Engagement Platform, we believe that we can deliver a great experience to our customers who interact with us in the branch and those who transact through our mobile or desktop app," said Tamás Hak-Kovacs, CEO of DSK Bank.

Banks usually maintain a number of legacy applications to provide access to their services through multiple channels (branch, phone, web, mobile app). The Backbase Engagement Banking Platform complements the underlying systems with a comprehensive layer built around customers and their needs. 

"Backbase is designed to help financial institutions move beyond traditional banking and towards real customer relationships," said Matthijs Eijpe, regional vice president EMEA, Backbase. "We are delighted to be chosen by DSK Bank as a partner in their journey towards customer-centricity and to help them maintain their excellent reputation now and in the future by providing the kind of outstanding banking service that customers expect."

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