Case Study: Santander achieves faster mortgage transfers and 8-day SLA compliance with Ciklum

Santander automates mortgage transfers in 11 months with Ciklum

Santander Portugal, a major bank, faced challenges in manually processing over 100 daily mortgage transfer requests, a repetitive and error-prone process that made it difficult to meet an 8-day service level agreement (SLA). Partnering with Ciklum, the bank sought to automate this workflow to improve efficiency and reduce operational costs.

Ciklum built and implemented an automated solution for Santander using Appian, integrating RPA bots for legacy system tasks and Intelligent Document Processing (IDP) to extract data. This new application enabled the bank to handle a larger volume of requests, consistently meet the 8-day SLA, and achieve full compliance. The solution delivered significant FTE savings and substantially reduced the risk of errors in documents.

Santander