PKO Bank Polski

PKO Bank Polski, Poland’s largest bank, serving over 12 million customers, has been investing in the digitalisation of customer service processes for years. The project with Nanovo formed part of the bank’s “PKO Bank of the Future” strategy and demonstrated that Nanovo’s expertise in digitalising customer service environments extends beyond retail.

The main objective of the project was to simplify the document signing process and reduce the need for printing, circulating and archiving paperwork. Existing processes increased customer service times and generated additional operational costs. At the same time, the bank wanted to make better use of its digital infrastructure across branches and create a more consistent customer experience.

An additional challenge was to ensure the highest security standards and integrate the solution with existing banking systems while maintaining reliability across the nationwide branch network.

We created an integrated environment that brings together transaction processes and digital communication used during customer service.

At the heart of the solution is Nanovo Signer, a system that enables customers to securely sign documents directly on a touchscreen, eliminating the need for printing. The solution is integrated with the bank’s infrastructure and automatically archives documents digitally.

The same devices are also used to display content about the bank’s products and services. Advisors can use them to present products and help customers understand digital banking, combining customer service with marketing communication.

We were responsible for the solution architecture, software integration, system configuration and infrastructure rollout across nearly 900 branches, including the Rotunda in Warsaw.

Operational efficiency: Eliminating paper‑based document processes simplified workflows and reduced customer service times by approximately 20%. Employees could focus on customer interactions rather than managing paperwork.

Sales support: Integrating digital signatures with on‑screen communication created an additional customer touchpoint. The displayed content supports the promotion of the bank’s products and services in the natural context of a branch visit.

Brand positioning: The bank created a modern, digital customer service environment that meets customer expectations. Reducing paper consumption also supports its ESG objectives and reinforces its image as an environmentally responsible organisation.