Baloise launches new customer platform with ti&m Banking

We implemented a customer-friendly and future-proof banking solution for Baloise with a new mobile and e-banking system based on ti&m Banking. The open architecture provides the foundations for combining Baloise’s partner offerings and insurance products into a single customer portal down the line. ti&m Banking was integrated into the existing application landscape and the Avaloq core banking system within 16 months, and the 50,000 customers were migrated in four waves.

Why was a new mobile and e-banking solution needed?
The old banking solution no longer met the requirements for implementing Baloise’s future digitalization strategy. Implementing releases and developing new functions was time-consuming and complicated. Baloise wanted a new solution with a modular, open architecture that would enable faster release cycles and the long-term development of its digital offering through the simple integration of third-party systems. The bank did not want to develop a custom solution to suit its requirements, and instead opted for the tried-and-tested ti&m Banking product solution, which can be expanded and adapted with little effort as required in future.

“We were under a lot of time pressure because the go-live date was fixed and couldn’t be postponed. The excellent collaboration with ti&m and the willingness of everyone involved to go the extra mile were crucial to achieving success.”
– Roger Sutter, Digital Officer at Baloise Bank AG

Timing

The biggest challenge? The tight time frame

Due to contractual reasons, the old banking solution had to be switched off at the end of June 2024—there was no room for maneuver. Accordingly, the project focused on timely and complete implementation and migration, not on further development. Nevertheless, some new functionalities were added—for example, debit and credit card management has been integrated, QR-bills can be uploaded to the app, and the login process has been switched from photoTAN to pushTAN. The new mobile and e-banking solution was implemented in accordance with Baloise’s CI/CD specifications. The greatest technical challenge lay in integrating the Avaloq core banking system.

Performance

Modularity for better performance and more efficient releases

The open architecture and modern code base make maintaining the new banking platform much easier and more efficient. While releases in the old system were very complex and resource-intensive, had to undergo intensive testing, and usually required three to four attempts, new releases are now tested once before going live. ti&m Banking is a microservice-based solution, meaning that modules can be easily expanded or replaced without negatively affecting the overall solution. This has also fundamentally changed some processes: Releases and developments are no longer implemented in separate, time-consuming projects—they are now managed by a fixed, agile team. This gain in agility and speed was one of the major goals Baloise achieved with ti&m Banking: making new functions and improvements available in monthly release cycles and continuously offering customers added value.

Customer-friendly self-migration across four waves

Migrating the 50,000 or so customers needed to be as user-friendly as possible. Instead of one big push, Baloise opted for a gradual migration that enabled customers to choose the timing and implement the migration themselves. This relieved the burden on the support team as customer inquiries and migration issues could be spread over a longer period of time. Technologically, however, this approach was more demanding. Baloise informed each customer group individually and provided simple instructions for the changeover. If they didn’t complete the process within two weeks, the old e-banking system was switched off for them and new login details sent in the mail. Temporary support staff were involved in testing early on, which increased the quality of support during the migration.

A future-proof basis for digitalization projects

In the long term, one thing is clear for Baloise: Introducing the new mobile and e-banking system is just the beginning. With it being the bank’s central customer platform, new functions are constantly being added to the solution so that customers can be offered additional features—in self-service formats wherever possible. By making it easier to integrate third-party systems, Baloise has now created the basis for merging its two customer portals—the insurance portal and the banking portal.

The new underlying ti&m Banking technology means that open banking initiatives can now also be approached strategically and projects implemented efficiently. As part of the ti&m Banking community, Baloise will benefit from the continuous development of ti&m Banking and technological support during future digitalization projects.

“What impressed us about ti&m was the high level of usability, the good collaboration, and the comprehensive coverage of our requirements, especially with regard to future expansions. The chemistry was perfect, even in the initial test projects, and this positivity continued throughout the project. I would particularly like to emphasize the commitment, technological expertise, openness, and positive cooperation with ti&m.”
– Roger Sutter, Digital Officer at Baloise Bank AG

Gold at the Best of Swiss Software awards

The project won Gold at Best of Swiss Software awards. The judging panel praised ti&m Banking’s rapid and seamless integration into Baloise’s core banking system and application landscape, including the successful migration of 50,000 customers. The high flexibility, security, and user-friendliness of ti&m Banking were highlighted as particularly stand-out features.

ti&m: A strong project partner with leading technology

As early as the evaluation phase, ti&m impressed Baloise on two levels: with its high-performance ti&m Banking platform, and as a reliable project partner. As part of the tendering process, Baloise tested the cooperation with various providers through smaller projects—because good teamwork is crucial, especially in projects with high time pressures.

Head Banking Innovations

Roger Zuberbühler

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