The dynamic development of Santander Consumer Bank – a credit-focused Bank, a constantly growing sales network, the desire to meet the needs of employees and customers, as well as to shift away from the time-consuming “paper” circulation of documents were the reasons why the decision to introduce modern trust services was made. The aim of the project was to create a process of signing a consumer credit agreement in accordance with the “paperless” idea, the EU eIDAS regulations and the highest standards of user experience.

, Deputy Director of Technology and Operations Division, Santander Consumer Bank.


The system designed and implemented by Asseco together with the bank, thanks to the digitization of credit documentation confirmation, has shortened the time of customer service, enabling remote conclusion of agreements and their acceptance by means of advanced one-time signatures with authorized SMS codes. The project also included a qualified electronic seal and qualified validation service. The introduction of paperless processes allowed to relieve the backoffice and reduce the space occupied by paper agreements.
The implementation of the electronic sales process has shortened the time of concluding a credit agreement by 30%*. It has also contributed to the improvement of the quality of work of advisors in the bank’s partner network, of which about 80%* pointed to the ease of handling the new process, and 40%* appreciated the possibility of concluding a credit agreement without using a single sheet of paper.