Handelsbanken HQ - Denmark


Financial Services, Salesforce, Services

About Handelsbanken

Handelsbanken stands as one of the oldest and most respected banking institutions in the Nordic region. Celebrated for its unparalleled commitment to customer satisfaction. Founded on the principles of trust, decentralisation, and a customer-first approach, Handelsbanken differentiates itself in the financial services industry by prioritising the needs and well-being of its clients above all else.

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KYC Handelsbanken

The Challenge

Despite its venerable status and innovative approach to banking, Handelsbanken confronted significant challenges in updating its Operational Due Diligence (ODD) and Know Your Customer (KYC) processes to meet the demands of the digital age. The existing processes were becoming increasingly inadequate for efficiently gathering essential financial information from clients. A critical component for compliance and enhancing customer interaction, particularly in the bank’s Danish operations.


To address these challenges, Handelsbanken partnered with Advension, a consultancy with a deep expertise in Salesforce solutions. Advension’s role was to complement Handelsbanken’s existing Salesforce team. Focusing on the design and implementation of a revamped ODD and KYC process within Salesforce. This collaboration aimed at transforming these critical operations into a fully digital, streamlined workflow. The solutions provided included:

Digital Transformation of ODD and KYC Processes: Advension helped in building a digital platform within Salesforce to facilitate the efficient gathering of financial information from clients. This platform was designed to be intuitive for users, ensuring that customers could provide necessary information without unnecessary complications.

Development of Custom Salesforce Apps and Programs: To further support Handelsbanken’s commitment to operational excellence and employee satisfaction. Advension developed a variety of Salesforce apps and programs. Utilising Apex, Lightning Web Components (LWC), Salesforce Object Query Language (SOQL), and Flows, these tools were specifically tailored to bolster the bank’s employee experience, enabling staff to serve customers more effectively and efficiently.


The partnership between Handelsbanken and Advension yielded substantial outcomes, particularly for the Danish branch:

Comprehensive KYC Information Acquisition: The initiative successfully digitized and streamlined the KYC process, leading to the complete collection of KYC information for both private and business customers across Denmark. This achievement significantly enhanced the bank’s ability to comply with regulatory standards and minimized risk.

Elevated Customer Experience: By digitizing its ODD and KYC processes, Handelsbanken was able to offer a more seamless and efficient experience to its customers. This not only facilitated easier compliance with financial regulations. It is also reinforced customer trust and satisfaction by making interactions with the bank more convenient and straightforward.

Improved Employee Experience: The custom Salesforce applications and programs created by Advension equipped Handelsbanken’s employees with advanced tools for better performance. This enhancement in work processes and resources led to an improved employee experience, which directly translated into higher quality customer service, aligning with the bank’s ethos of putting customers first.