Case Study
Becoming a leader in digital banking customer experiences
Tatra banka, a member of the Raiffeisen Bank International Group, is Slovakia’s most awarded financial institution. It has earned more than 300 international recognitions for excellence in banking and innovation, while also being the country’s most recommended banking group by customers.
Video Chapter 1: Introduction
The bank’s success is built on a culture of continuous innovation, which they transform into “a superior customer experience.” Tatra has been working hard to build on this foundation of success to deliver even more outstanding customer experiences.
But how are they doing this?
Recently, Eva Fedorová, Product Owner at Tatra banka, took to the stage at Unblu Impact Day 2025 to discuss the bank’s most recent project – a collaboration with Unblu and system integrator Soitron. As consulting and business partner, Soitron provided continuous support and expert advice throughout the project.
The project: Building a new communication space
Video Chapter 2: The Project
Key strategic focus areas
To achieve their goal of delivering superior customer experiences, Eva begins by outlining their key, interconnected strategic focus areas.
Eva’s team identified the need to offer a better communication space for customers and bankers.
For it to be effective, they needed a channel that:
● Allows messages to remain on hold during busy times
● Is safe and secure for customers
● Ensures the information can be stored and retrieved
● Provides the option to switch from messages to calls
● Protects customer privacy
The mobile app
“We decided first to make it on mobile. We prepared a permanent communication space in the Tatra banka mobile app,” Eva explains. They decided to test the new feature – powered by Unblu Co-Apping – on their affluent client segment who had a personal banker assigned to them.
Soitron’s contribution
Soitron was instrumental in achieving this, having helped Tatra banka build its contact center on Cisco technology years ago. It was crucial that all systems – the mobile app, Unblu, and Cisco – worked seamlessly together, and Soitron’s in-depth knowledge of the environment helped ensure an optimal solution.
The timeline
The project began in July 2024, with the decision to make a minimum marketable project pilot with Unblu and Soitron.
From there, the pilot project, featuring 20 bankers, took place in January 2025.
This was followed by the Go-Live in July.
Initial pilot results
Video Chapter 3: Pilot Results
The stats
The uptake of the feature from the initial 20 bankers was outstanding. “We started with 20 bankers”, Eva explains, “and in half a year, we had more than 3,000 conversations – more than 14,000 minutes.”
The impact
Best of all, they measured the time saving for sales processes by comparing standard calls vs. new remote assistance and found that:
Use case deep dive: How it works
The initial results were outstanding. But what was it about the technology that made the bankers and customers so enthusiastic?
Eva takes us through a use case of the mobile app.
Video Chapter 4: Use Case
The big rollout
Following the success of the pilot project, Eva and her team decided to continue with the Go-Live as planned in July 2025. The results were even better than Eva expected.
Video Chapter 5: Full Rollout
The stats
The impact
“The number 94 really blew my mind,” Eva explains, believing it was a mistake at first. Then she looked more closely at the comments and found that there were only two detractors.
Likewise, for a larger sample size, having an SUS score of “84.6 is unbelievable.” It shows that it’s a really “excellent and efficient application.” According to Eva, the goal, in the beginning, was 75. “We really feel euphoria,” she says. “Our clients really use it and appreciate it. The bankers are simply amazed.”
“This was really amazing. I like to say that 20 out of 20 bankers recommend us.”
Want to find out more about Unblu?
If you have any questions, please email us at sales@unblu.com
