OTP Bank, one of the market leaders and a member of a major European banking group, has long made digitalization one of its strategic priorities. The bank has embraced agile project management approaches and launched a modern mobile application offering a wide range of convenient features and services — from utility payments to online charity auctions featuring exclusive items.
But in the world of finance, what customers see is often only the tip of the iceberg. Behind a sleek mobile experience are hours of meticulous work, significant responsibility, and complex, multi-layered internal processes — the ones customers never see, but employees and business clients rely on every day.
OTP Bank saw an opportunity to create a more connected digital experience for its 2,000+ employees, bringing everyday processes, information, and interactions into one place. Externally, the bank wanted to make complex and traditionally manual processes easier and more accessible for corporate customers.
To address both sides of the experience, OTP Bank set out to launch two key solutions: an internal employee portal and an external corporate portal. To bring the project to life, the bank chose Creatio and IT company Banza.
We brought internal and external systems together into one digital ecosystem, Users get a single, intuitive interface, while all background processes sync automatically. Zero manual errors, zero duplication—just pure efficiency.
A Delivery Model Built to Scale
Delivering two portals of this scale meant getting the division of labor right from the start, and the implementation was built around a clear split of responsibilities between Creatio, Banza, and OTP Bank's internal team.
Creatio provided the technology needed to bring the project to life, while Banza led the portal implementation using its proprietary Banza ePortal framework. With Creatio's out-of-the-box functionality providing a natural fit, OTP Bank's Creatio Center of Excellence handled the necessary configuration and customization within the platform.
Banza ePortal is a framework for building self-service accounts, customer and partner engagement portals, and internal corporate portals for employees. Before going live at OTP Bank, the product underwent a full compliance review against the bank's requirements and successfully met all criteria — clearing the way for the two portals that would become the heart of this transformation.
Our goal was to create services that not only simplify collaboration among employees and interactions between customers and the bank, but also enable faster decision-making, save time, and deliver an exceptional customer experience. We will therefore continue investing in the development of our digital ecosystem.
Building a Unified Digital Workplace
OTP Bank began its transformation from within. The New OTP Planet (ePortal Corporate Workforce Edition) was created as a unified digital environment for more than 2,000 employees, bringing the employee experience into one place while supporting greater engagement and satisfaction.
A single digital workplace
The portal integrates with the Creatio electronic document management system through SSO authentication, as well as with Service Desk and IDM. As a result, tasks and notifications from across these systems are consolidated into a single "My Tasks" view, so employees no longer have to chase updates across separate tools.
A personal account instead of stacks of paperwork
That same consolidation extends to each employee's own record. Every employee can access information in their profile, including their position, tenure, attendance or absence status, remaining vacation days, direct reports, and managers within an interactive organizational structure.
HR processes, made self-service
With personal data and reporting lines already in one place, HR processes follow naturally: requests for vacation, business travel, OKRs, and recruitment are all available directly through the portal via seamless access to Creatio, configured by the bank's internal Center of Excellence. HR teams can also independently collect and analyze overall portal statistics, including views, likes, and user activity.
No-code tools put users in control
That same independence extends beyond analytics — business administrators, including HR managers, can create new pages using a visual builder without involving developers. They can publish news and announcements, launch surveys, and analyze the results themselves.
Gamification and corporate culture
Layered on top of these day-to-day tools is a "Thank You" recognition system, featuring both individual and overall statistics, which has helped turn the portal into an internal network where employee achievements are visible in real time. Future plans include launching a merchandise store where employees can redeem the points they've earned.
Self-Service Banking for Corporate Customers
With the internal portal live, OTP Bank turned its attention outward, launching a new web portal for corporate customers (ePortal Customer Service Edition). Unlike the employee portal, this one is available 24/7 to any legal entity — even organizations that aren't yet OTP Bank customers.
Remote account opening
For a prospective client, the journey starts here: a company representative can independently submit an application to open the organization's first account. After entering the company's EDRPOU registration code, the system automatically retrieves organizational data and pre-populates the application form. The user only needs to provide company information that isn't available from external sources, select a servicing branch through an interactive Google Maps interface, and attach the documents required for identification. A separate integration with the Diia.Sharing service enables identification documents for authorized account representatives to be obtained digitally and transferred to the bank. Once the application is submitted, the user immediately receives account details and can track the application status in real time.
Corporate lending, including the agricultural sector
Once a company has an account, the same portal carries it into financing: the portal enables businesses to request a preliminary financing decision and complete a loan application, with customer identification and document signing handled using electronic signatures. Following a successful verification decision, the system automatically generates an application tailored to the relevant business segment — such as Agribusiness or general SME — and enables it to be signed using a qualified electronic signature.
Creatio integration at the heart of the process
Behind both of those journeys sits the same engine: the portal transfers application data to the bank's Creatio CRM, its master system, configured by the internal Center of Excellence. Creatio processes applications, assigns a relationship manager, and returns status updates to the portal, supporting the complete decision-making cycle without duplicating data or requiring information to be manually transferred between systems.
Video verification without queues or phone calls
The final step in many of these journeys — identity verification — has traditionally meant a branch visit or a phone call. New portal functionality removes that friction, allowing executives and authorized representatives of legal entities to independently schedule a convenient time for video verification directly from their smartphones. After an application is submitted, the individual receives a personalized portal link via Viber or email and is directed to a responsive landing page where they can choose an available time slot from an interactive calendar. Available slots are aggregated in real time from bank managers' calendars, and once the appointment is confirmed, the system automatically generates a Zoom link and sends it to the customer together with a video verification guide. The functionality is available both to prospective customers and to existing bank customers when authorized account representatives change.
The Transformation in Numbers
For any business, innovation is an investment — and that investment needs to deliver returns.
For OTP Bank, digital transformation has long since ceased to be a standalone project or a technology initiative. Today, it is an integral part of our growth strategy and day-to-day operations, and we see it as the foundation of our future. The OTP Planet employee portal and the corporate customer portal are a natural continuation of the bank's digital transformation journey.
What's Next?
The OTP Bank case demonstrates that the advantage does not necessarily belong to the organization with the largest team. It belongs to the organization that can turn bureaucracy into a measurable digital asset. Building on that momentum, OTP Bank is already preparing for the next step: a full-scale digital office for legal entities, where opening an account, applying for financing, or setting up acquiring services can become as simple as ordering a cup of coffee.
About Banza
Banza IT Company is a leading developer and integrator, known as a top-tier Creatio partner. We combine low- and no-code development with AI-driven solutions and more than eight years of industry experience to transform complex business challenges into scalable, high-impact digital products. We design and implement e-portals, chatbots, CRM&BPM solutions that accelerate sales, optimize banking, telco and manufacturing operations, elevate customer experience. With Banza, innovation works simply. Make IT easy.
