Banks across Germany have successfully adopted video for identity verification. VideoIdent is now a familiar and trusted process. But as customer expectations shift, banks are being asked to do much more than onboard customers digitally.

Customers want to open accounts, update details, resolve issues, discuss loans, and receive advice without visiting a branch or scheduling appointments. Banks want to deliver these services digitally while staying compliant with BaFin requirements and maintaining full auditability.

Video seems like the natural answer.

Yet most banks struggle to scale video beyond one or two use cases.

The reason is simple: video is often implemented as a call or meeting tool, not as a banking service channel.

Why offering multiple services over video usually fails

At first glance, offering multiple services through video sounds straightforward. Add video, train agents, and let customers connect.

In practice, it breaks quickly.

Different banking services have different requirements:

• An account opening needs identity checks and consent
  
  
• A loan discussion needs structured credit questions and documentation
  
  
• A service request needs authentication and system updates
  
  
• An advisory session may require suitability checks and disclosures
  
  

When video is treated as a generic conversation, banks are forced to:

• Create separate tools for different services
  
  
• Rely on manual agent judgment
  
  
• Store evidence inconsistently
  
  
• Limit video usage to “safe” journeys only
  
  

The result is fragmentation: video for onboarding, calls for servicing, meetings for advisory. Customers are pushed between channels, and banks lose the efficiency they hoped video would deliver.

The core principle: video must be workflow driven

Banks can offer multiple banking services through a single video channel only when video is designed as a workflow driven service layer, not as a generic call.

This is the core idea most platforms miss.

A single video channel works when:

• The video layer stays the same
  
  
• The workflow behind the video changes based on the service
  
  

In other words:

• Same channel
  
  
• Same agent interface
  
  
• Same governance layer
  
  
• Different predefined workflows per service
  
  

This is what allows scale without chaos.

How a single video channel supports multiple services step by step

1. Customer intent is identified first

The system understands why the customer is connecting:

• Account opening
  
  
• Loan enquiry
  
  
• Service request
  
  
• Advisory
  
  
• Support or complaint
  
  

2. The customer is routed into a specific video workflow

Not a generic call, but a predefined service journey with:

• Clear purpose
  
  
• Defined steps
  
  
• Service specific rules
  
  

3. The workflow controls the interaction

Each workflow determines:

• What checks are mandatory
  
  
• What documents must be collected
  
  
• What consent is required
  
  
• What the agent must complete before closure
  
  

4. Evidence is created automatically

Every interaction generates:

• Structured metadata
  
  
• Video recordings where required
  
  
• Documents and acknowledgements
  
  
• An audit ready trail
  
  

The customer experience remains smooth, but the bank operates with precision and control.

Mapping multiple product journeys onto the same video channel

Once video is workflow driven, it can support a wide range of product journeys without adding new tools.

A single video channel can serve journeys such as:

• Savings and salary accounts
  
  
• Corporate and SME current accounts
  
  
• Credit cards
  
  
• Fixed deposits
  
  
• Retail, SME, and corporate loans
  
  
• Mortgages
  
  
• Investment solutions
  
  
• Wealth management
  
  
• Insurance products
  
  
• International and cross border services
  
  

The channel does not change. Only the workflow does.

This is the foundation that allows banks to scale video across business lines.

Video use cases across the full banking lifecycle

With workflow control in place, video naturally extends beyond onboarding into the entire customer lifecycle.

Common use cases include:

• Customer onboarding with Video KYC
  
  
• Credit underwriting and personal discussions
  
  
• Loan advisory for personal, business, home, and vehicle loans
  
  
• Wealth and investment advisory
  
  
• Loan purchase confirmation
  
  
• Relationship manager interactions
  
  
• Cross border servicing and NRI support
  
  
• Digital journey support during drop offs
  
  
• Remote branch audits
  
  
• Cross sell and upsell during live interactions
  
  
• Customer service and support on video
  
  

Each use case is simply a different workflow running on the same video channel.

Scaling to 400+ banking services without losing control

The real challenge for banks is not adding video calls. It is managing hundreds of services consistently.

A mature video banking channel can support services such as:

• Account management and statements
  
  
• Customer data updates and KYC refresh
  
  
• Fund transfers and deposit services
  
  
• Product enquiries and guidance
  
  
• Card services and payment disputes
  
  
• Loan servicing and EMI guidance
  
  
• Regulatory declarations
  
  
• Complaints and grievance handling
  
  
• Assisted journeys for senior citizens and RM interactions
  
  

This scale is only possible when workflows standardize what agents do, what data is captured, and how outcomes are recorded.

Without workflows, service quality and compliance degrade rapidly.

Why schedulers and generic video tools limit scale

Many banks still rely on scheduled video calls or generic video SDKs.

This introduces friction:

• Customers wait for simple requests
  
  
• Agents are underutilized
  
  
• Video becomes an exception instead of a default channel
  
  

A workflow driven video platform enables Smart instant routing. Customers are connected to the right expert in seconds through intelligent queue management, without appointments or channel switching.

This immediacy is critical for adoption.

Enabling straight through video journeys from any device

For video banking to become mainstream, customers must be able to initiate video:

• From mobile banking apps
  
  
• From net banking portals
  
  
• Directly from secure browsers
  
  

Browser based video access significantly increases adoption, especially for existing customers who may not want to log into apps for every service. Authentication, consent, and security controls remain intact.

Operational features that keep video journeys stable

Scaling video requires reliability, not just access.

Key enablers include:

• Parallel chat that keeps sessions alive if video drops, reducing drop offs by over 55 percent
  
  
• Pre video instructions tailored to the service, improving successful connections by around 40 percent
  
  
• Agent assist tools such as timers, guided prompts, and access to previous attempts
  
  

These features determine whether video becomes a dependable service channel or a source of frustration.

Measuring performance, compliance, and drop offs in real time

A single video channel must be observable and auditable.

Banks need visibility into:

• Live customer traffic by product
  
  
• Drop off points across journeys
  
  
• Agent productivity and resolution times
  
  
• Complete interaction data synced to core banking systems
  
  

Each session should produce audit ready records, automatically converted into structured reports or PDFs for compliance and training.

Using video to grow, not just serve

When video is embedded into service workflows, it becomes a growth channel as well.

Banks using structured video workflows have achieved up to 30 percent new product acquisition through cross sell and upsell during live interactions, without additional marketing spend.

What banks should evaluate before choosing a video platform

To offer multiple services through one video channel, banks should ask:

• How many distinct workflows and product journeys are supported
  
  
• Whether customized workflows can be created per business unit
  
  
• How compliance and audit rules are enforced per journey
  
  
• What happens when a video session fails
  
  
• How quickly the platform evolves with new features
  
  

What This Means for Banks

Banks do not need multiple video tools to offer multiple servces.

They need one video channel designed as a governed, workflow driven banking platform.

When video is treated as a service layer rather than a call, banks can scale digital banking confidently across onboarding, servicing, advisory, and growth, without sacrificing compliance or customer experience.