Digitising ODD and KYC at one of the Nordics’ oldest banks

Handelsbanken is one of the oldest and most respected banking institutions in the Nordics, built on trust, decentralisation and a customer-first approach.

Despite that, its Operational Due Diligence and Know Your Customer processes had not kept pace with the digital age. The existing processes were becoming inadequate for efficiently gathering the financial information required from clients, a critical component both for regulatory compliance and for the quality of customer interaction, particularly in the bank’s Danish operations. The work covered nearly 200,000 accounts, approximately 120,000 private and 80,000 corporate.

We worked alongside Handelsbanken’s existing Salesforce team rather than replacing it, focusing on the design and implementation of a revamped ODD and KYC process within Salesforce.

Digitising the process. We built a digital platform inside Salesforce for gathering financial information from clients, designed to be intuitive enough that customers could provide what was needed without unnecessary friction. Custom reminder flows followed up through SMS and netbank to help customers complete the process.

Custom applications for the people doing the work. Using Apex, Lightning Web Components, SOQL and Flows, we built tooling specifically aimed at the employee experience so staff could serve customers more effectively rather than fighting the system.

The initiative digitised and streamlined the KYC process for private and corporate customers across Denmark. By the end of the project, automation saved almost two minutes of manual work per ODD case, while more complete KYC information helped the bank meet regulatory requirements and reduce risk.

Customers got a more seamless experience, which made compliance easier and reinforced trust.

Employees got better tools and less repetitive work, leaving more time to serve customers. A future phase could use Agentforce to assist with ODD completion and exception handling.