In 2019, Migros Bank, one of Switzerland’s leading banks, faced a pressing challenge: its e-banking and mobile banking systems had become outdated both visually and technically. Customers were frustrated with inconsistencies between the mobile and desktop platforms, while innovative competitors like Neon and Revolut were gaining ground with sleek, modern apps. On top of this, the looming possibility of tech giants such as Google or Amazon entering the market added pressure to innovate. Migros Bank recognized the need for a radical transformation — and a reliable partner who could help them realize it.
The Challenge: Outdated Systems and Rising Competition
Migro Bank’s banking systems had evolved over a decade, but inconsistencies in functionality between platforms became increasingly problematic. Customers often asked why certain features are available in mobile banking but not on desktop banking, for example. These gaps led to numerous support inquiries, taking valuable time away from advisors who could otherwise focus on customer counseling.
Faced with customer demands and new market players, Migros Bank set a bold goal: to rebuild its e-banking and mobile banking platforms from the ground up, creating a unified, cutting-edge solution to stay competitive.
The Solution: Collaboration and a User-Focused Approach
To address this challenge, Migros Bank partnered with Mimacom. Together, they redesigned the e-banking platform, starting with a proof of concept that allowed for customer testing. Mimacom’s expertise ensured that feedback was integrated into the final design, resulting in a platform that prioritized user experience.
“We originally set ourselves the goal of becoming the most digital bank in Switzerland once the e-banking project was completed,” shared Patrick Brunschwig, Software Engineering Leader at Migros Bank. “We have already achieved this this year (2023). The Lucerne University of Applied Sciences and Arts has already named us the most digital bank in Switzerland.”
The Results: Fewer Inquiries, Happier Customers, and Industry Recognition
The revamped e-banking platform delivered measurable improvements:
Increased customer satisfaction, monitored continuously throughout the development process.
Fewer customer inquiries, enabling advisors to dedicate more time to support and counseling rather than resolving technical issues.
Recognition as Switzerland’s most digital bank, awarded by the Lucerne University of Applied Sciences and Arts in 2023.
Why Mimacom? A Trusted Partner for Digital Transformation
“Working with Mimacom is special for us because I have the feeling that I have a partner with whom I can communicate at my own level,” said Patrick Brunschwig.
Mimacom’s collaborative approach and technological expertise were instrumental in aligning the project with Migros Bank’s ambitious vision.
Setting a New Benchmark in Swiss Banking
As financial technology continues to evolve, the collaboration between Mimacom and Migros Bank showcases what is possible with a shared vision and expertise. Together, they’ve set a new standard for digital banking, helping Migros Bank achieve industry leadership and exceed customer expectations.