Qorus Banking Innovation Awards 2023 - Winner

Isybank, the new Intesa Sanpaolo Group's digital bank.

Submitted by
11/09/2023 Banking Innovation


A bank that perfectly combines human touch with a wide range of distinctive features, directly accessible via an easy and innovative mobile app.

Innovation presentation

Intesa Sanpaolo started investing strategically in technology several years ago, embarking on a journey of profound digital transformation, strongly oriented towards customer relationship care. Today the Group has 12.3 million multichannel customers, of whom 8.3 million use the Intesa Sanpaolo Mobile app.

In this context and considering the growing need of customer of having a "bank always in the pocket"", Intesa Sanpaolo developed the new digital bank, and defined it as one of the pillars of the 2022-2025 Business Plan, with the aim to build ""the bank of the next decade". Isybank has the solidity and commercial offering of a bank combined with simple and fast services, typically offered by a fintech company. In fact, thanks to Isybank, Intesa Sanpaolo enters the fintech world, marking the Bank's transition from incumbent to challenger one, further improving customer service.

Isybank is based on cloud-native technology thanks to the strategic partnership signed between Intesa Sanpaolo and Thought Machine, the next-generation cloud-based banktech company.

The new, simple and intuitive Isybank app is available in iOS and Android versions. Onboarding process is really fast and simple: in just few minutes: after a small number of steps, customers can choose one of three plans, according to their needs (isyLight, isySmart and isyPrime) and activate it in real-time. Currently the offer includes the possibility to instantly use the digital debit card or also request it in recycled material, respecting the environment, make all major payments (for example bank transfer, public administration payments, account to account payments, etc), receive an advance of salary or pension and require loan and mortgage. Moreover, Intesa Sanpaolo is continuously working to offer a wider range of transactional and financial products and services in order to be always in line with the evolving customer needs and market trends.

Uniqueness of the project

With the aim of positioning the Intesa Sanpaolo Group as a European leader in operational efficiency and customer service innovation, the new digital bank was launched, based on cloud-native technology and follows 4 main principles:

- "Intelligence" according to smart functionalities that simplify the daily banking customer experience (e.g. vocal or in chat instructions to execute payments, documents or operation researches);

- "Reliability" according to the best technologies used to maximise security and prevent risks;

- "Human touch" because combines digital features with the support of a human person thanks to the option ""Talk to us"", which allows customers to enter into direct communication with a manager of the Group's digital branch;

- "Completeness" thanks to a full offering that is enriched day by day with transactional and financial products;

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