A bank asked us to automate deposit certificate issuance, then hesitated: the in-branch process earns USD 10 per certificate and the conversational channel could not yet charge transactions. The case exposes the tension between short-term revenue and customer experience. Automating is not digitizing one step, it is redesigning the entire process.
The trigger: automated deposit certificate issuance Not long ago, a client asked us to implement a skill for issuing deposit certificates. This procedure, which in its current form requires visiting the branch, getting the manager's signature and picking up the document at the counter, is part of the classic processes in banking. Although it does its job, it is far from offering the agility and simplicity that users expect today. On the technical side, we proposed a solution we already have in our skills playbook: a digital certificate backed by an online verification system. This design lets the recipient verify the document's validity directly on the bank's website, removing the need for in-person procedures and making the process faster, more secure and more convenient. We have several skills for issuing certificates and they all work similarly to this same scheme, which has become our implementation standard. The proposed alternative and its limitation However, the bank put forward an alternative: allow the procedure to start from the conversational solution, but keep the final steps as they are today. This would mean that, although the customer could start the request digitally, they would still have to go to the counter, talk to a representative and receive the certificate manually. Why this decision? Mainly because the current procedure generates revenue of 10 dollars per certificate, and the conversational channel was not prepared to handle charges or transactions. This raised internal doubts about the feasibility of fully migrating the process to a 100% digital environment. While this alternative solves part of the problem, it does not reach what we understand as a complete and automated solution from the customer experience standpoint, since it keeps some of the pain points mentioned above. The tension between revenue and experience This case reflects a dilemma we have seen on several occasions: the difficulty of balancing short-term revenue with decisions that significantly improve the customer experience. In processes like sending account statements, where logistics costs far exceed the revenue, migrating to a digital format is a natural decision. But in this type of procedure, where the revenue carries a symbolic yet constant weight, deciding to prioritize the customer experience is not so straightforward. For the customer, the ideal is clear: get the certificate quickly, directly and without unnecessary steps. However, in large organizations, decisions often pass through several areas, and whoever feels the loss of that revenue is not always focused on the end-user experience. Transformation that creates value We have worked on other projects where banks decided to take that step and prioritize their customers' experience. These cases not only simplified the processes, they strengthened the relationship with users, sending a clear message that their time and convenience are a priority. In this case, the discussion is still open, but it leaves an important lesson: automation is not just digitizing a procedure or modernizing a channel. It is rethinking the entire process to remove barriers, solve underlying problems and create value for both the institution and its customers. Delto: beyond technology At Delto, we do not just offer advanced technology. Our goal is to be strategic allies in our clients' transformation. We understand that technology alone is not enough: it must be paired with strategic decisions that drive real and sustainable change. Today, the market is flooded with "solutions" that promise to solve problems but actually only address parts of the process or further complicate the user experience. The real problem is not only technological; it is the design and management of the process. Automating is not just about deploying faster tools, but about rethinking the entire flow from start to finish so that it is efficient, intuitive and adds value for both the customer and the organization. Because automating is not simply making what already exists faster. It is transforming the way people interact with services, removing friction and creating experiences that are simple, human and meaningful. That is where the real impact lies: in the ability to unite technology with processes strategically designed to make a difference.
Why would a bank hesitate to automate deposit certificate issuance? Because the in-branch procedure generates USD 10 in revenue per certificate and the conversational channel was not yet ready to charge transactions. Going fully digital put that revenue at stake, even if it is symbolic and constant.
Is automating a procedure the same as digitizing it? No. Digitizing moves one step to the digital channel but keeps the underlying friction. Automating means rethinking the entire flow from start to finish to remove barriers and create value for both the customer and the institution.
How does Delto handle certificate issuance? With a digital certificate backed by online verification: the recipient validates the document directly on the bank's website, with no branch visit. It is the standard scheme in Delto's skills playbook.