Eximee Customer Panel

Eximee Customer Panel is a remote access channel for banking processes carried out on the Eximee platform. It enables secure participation in processes for people who:

• are not yet bank customers,
• are bank customers, but in a given process participate without logging in to electronic banking.

Thanks to this, it is a flexible extension of the Eximee architecture for scenarios involving external customers, co-applicants, and third parties.

Business problem and the need for a solution

In many banking processes (e.g., loan, insurance, or joint application processes), it is necessary to involve more than one person: a spouse, partner, co-borrower. Each participant must perform specific actions, such as:

• attaching documents,
• giving consents and submitting declarations,
• completing surveys,
• authorizing actions,
• confirming identity,
• signing.

Eximee Customer Panel it gives them access only to their own scope of the case - only to those documents, forms, and actions that are assigned to them. The panel allows multiple participants in a single process to carry out tasks in parallel and securely.

Example use case

Loan process with multiple applicants

1. The main borrower initiates the case, enters the data, attaches documents, and indicates co-borrowers (phone numbers, PESEL number).
2. The process engine determines which actions each participant is to perform.
3. Each of them receives an SMS with a link and an OTP code to log in to Eximee Customer Panel.
4. The co-borrowers log in by providing:

   • case number,
   • fragment of the PESEL number,
   • OTP code from the message.
5. In the panel they see:

   • case status,
   • documents that concern them,
   • list of actions to be performed.
6. They perform the assigned tasks: confirm identity, upload documents, approve the application.

Example screen visible after the user logs in

Benefits of the solution

• Handling processes with the participation of multiple people at the same time, while maintaining full logical control of the process.
• Access without logging in to electronic banking.
• Security (OTP, PESEL, case number).
• Ability to work in parallel and asynchronously participants.
• Data isolation – each participant sees only their part of the case.

Integration with the Omnichannel approach

The Customer Panel is an integral part of the strategy Omnichannel of the Eximee platform. The case can be started in any channel (e.g., in a branch, internet banking, via a call center), and then continued in the Customer Panel. All channels use the same data model and process mechanisms, ensuring full consistency of the customer experience.

Login and security

Logging in to the Customer Panel takes place “to the case,” not to the account. The user provides:

• case number,
• fragment of the PESEL number (e.g., the last 4 digits),
• one-time OTP code from the SMS message.

After logging in, the user has access to:

• current case status,
• documents and instructions,
• information about the next steps,
• data from the Knowledge Base / FAQ,
• information about the bank's and other participants' actions.

For tasks requiring user action, the user can immediately go to the appropriate form.

Case finalization

Access to the Panel can also be maintained after the process ends, e.g.:

• until the products are established,
• until the case expires after a negative decision,
• until the application is archived.

The bank configures:

• the length of time data is available after the case is closed,
• the scope of information and documents visible after finalization.

Creating and maintaining content

Eximee Customer Panel is a solution generic and low-code, fully compliant with banking Design System and standards WCAG. Screens are designed in Eximee Designer - just like Eximee Forms forms, which means:

• a common implementation path and publishing process,
• use of existing components and logic,
• ability to make quick on-demand changes.

The panel is responsive (RWD), so it works identically on desktop and mobile devices.

Key features of Eximee Customer Panel

• Access for not-logged-in customers.
• Presentation of the business status of the process along with additional information about stages and options.
• List of required documents and attachments.
• Ability to perform user tasks in the process (e.g., giving consent, uploading files).
• Full UX/UI compliance with the bank's Design Guide.
• Mobile device support (RWD).
• Accessibility support (WCAG).
• Configurability and personalization per case type - implemented low-code in Eximee Designer.

Summary

Eximee Customer Panel is an extension of the Eximee platform enabling banking processes involving not-logged-in customers and third parties. It combines security, convenience and low-code flexibility, offering the bank fast implementations and full control over the user experience. It is a key component in implementing the approach Omnichannel in banking based on Eximee.