Case Study: Sparda-Bank Baden-Württemberg achieves instant, personal video account openings with Avaya

Sparda-Bank BadenWürttemberg Makes Eye Contact with the Customer

Sparda‑Bank Baden‑Württemberg, a large cooperative bank in Germany, sought to combine the personal touch of branch advice with digital channels to give customers more choice and simplify account opening. The challenge was to create a secure, compliant remote process that preserved human interaction while supporting the bank’s digital transformation.

Using Avaya Aura and Scopia video technology plus WebID for identity verification, the bank launched account opening by video: trained advisors host consultations from dedicated video rooms, share screens with customers, and—once verified—activate checking accounts on a credit basis immediately after the call. The service — unique in the German banking scene — has been well received across age groups, and the bank plans to expand video consultancy into areas like investment and mortgage advice.

Sparda-Bank

Stefan Bisterfeld

Head of Direct Sales