A New Way to Become a Bank Customer: Technology Reply's digital onboarding

 

Scenario

At a time when digitalisation is a strategic factor for competitiveness, the main players in the financial sector are investing in deep digital transformation journeys. In this context, Technology Reply has accompanied (and continues to support its evolution process) one of the main Italian banks in the realisation of a graphic and technological restyling project of the onboarding tool, dedicated to prospects and ex-customers. 

The goal was ambitious: to simplify and make the account opening process more intuitive, while ensuring compliance with digital accessibility regulations.  The project, managed in agile mode, involved close collaboration between the Technology Reply team and a dedicated team from the bank, favouring a flexible and responsive approach to emerging needs. 

The result was a completely redesigned onboarding funnel, offering a modern, fluid and user-friendly interface. Thanks to the integration of advanced technologies such as SPID, OCR and biometric recognition, the process was significantly simplified, reducing waiting times and improving the overall user experience. 

Solution

Technology Reply managed all the implementation aspects of the project: from the implementation of the new platform to its integration with existing banking services, up to post go-live support. The activity still continues with the follow-up of evolutionary developments, in order to incorporate and implement the new functionalities required by the groups involved. 

The project was one of the first to adopt the new technological architecture introduced by the bank, based on modern and established frameworks in enterprise development: Flutter for the frontend and Spring Boot for the backend services. 

One of the key elements of success was the use of Flutter, which enabled multiplatform and multidevice development, guaranteeing users a consistent and fluid experience from any device. This optimised development time while maintaining high standards of quality and efficiency.

On the security aspect, advanced solutions were adopted such as: 

  • JWT authentication 

  • Protection via Google reCaptcha v3 

  • Encrypted calls 

  • Rate limiting mechanisms managed at infrastructural level via NodeManager 

Particular focus was also placed on monitoring and observability, with the integration of tools such as Kibana, Grafana, Dynatrace and Google Analytics, to ensure complete visibility into platform behaviour. 

Finally, the entire process was followed by a rigorous Quality Assurance phase to ensure full adherence between what was achieved and the defined functional specifications. 

Benefits

Technology Reply’s digital onboarding is more than a technical solution—it’s a strategic enabler for banks aiming to attract and retain customers in a competitive market.

The new onboarding tool represents a single, integrated access point for prospective customers interested in opening a bank account, offering a modern and fluid banking experience. Thanks to its deep integration with the bank's systems, the platform is able to guarantee business continuity, efficiency and scalability.

By reducing onboarding time and improving user experience, bank can boost conversion rates and build stronger relationships from day one.

The adoption of the new technology architecture allows the bank, with the support of Technology Reply, to implement state-of-the-art tools and software paradigms, capable of meeting the need to reduce time to market for new initiatives and increase resilience for core applications supporting the business

Integration with Oracle products, to which the main activities of data persistence and management are delegated, remaining central, guaranteeing robustness and reliability in data management.