End-to-End Service Model:
Financial Services Provider Consolidates Outdated Fax Infrastructure with Retarus Cloud Fax

The bank serves approximately 5 million customers, most of whom are in the Netherlands and Northwestern Europe. A division acts as an internal IT service provider, managing the infrastructure. In Germany, the company operates in asset management and corporate banking.
Before switching to Retarus, the financial services provider’s fax infrastructure included technically outdated and locally managed components. These proved increasingly difficult to standardize, manage, and maintain. It was therefore decided to migrate the IP fax services from local standard equipment to a SaaS solution while simultaneously centralizing ownership and contract management internally.

Overall, the bank wanted to reduce its local tenant configurations (some of which were already cloud-based) in order to achieve a controlled and consistent service model for the remaining, business-critical fax processes.

Key elements of the resulting requirements catalog were therefore reliable mail-to-fax and fax-to-mail capabilities, support for faxing from applications, robust operational support, transparent service management reporting, controlled user management, and support for corporate standards such as group-based mailbox access and, where possible, single sign-on enabled onboarding.

Retarus was able to demonstrate that it could meet the required enterprise fax use cases through its controlled SaaS model and was therefore awarded the contract. A key factor in this decision was the fact that the bank had already had positive experiences with Retarus at the local level in the past.

The implementation of Retarus Cloud Fax was carried out in a structured and pragmatic manner. During the rollout, the focus was on service availability, standardized access, and operational clarity. Fax users are onboarded via the Retarus portal using standardized roles and SSO wherever possible. Support provides assistance when subtenant access needs to be linked to a newly created user.

With this implementation, the financial institution was able to reduce its reliance on locally maintained fax components and local/custom configurations. At the same time, it established a clearer path toward phasing out low-volume or non-standard fax channels, such as faxing via multifunction printers.

A legacy application with unclear data output caused some challenges during the transition. However, thanks to the flexibility of Retarus and its application, these difficulties were quickly resolved.

The bank uses Cloud Fax for select business units and applications, primarily in corporate banking and wealth management. Its use is expressly limited to validated use cases. Overall, the bank aims to reduce the use of fax whenever viable alternatives exist.

Configurations that remain relevant include, among others, a large trading application and a major core banking system in Germany. The number of fax users varies by tenant and use case. These involve specific business processes where fax is still required from both a customer and a regulatory perspective.

In these areas, the reporting shows stable services, compliance with agreed-upon service levels, and not a single data protection-related incident since the system went live. This benefits the business teams and application owners with fax requirements, the Unified Communications team responsible for the service, internal IT support, and, last but not least, the end users.

• Cloud Fax as the company-wide standard
• Mail-to-Fax/Fax-to-Mail, Fax for ApplicationsMail-to-Fax/Fax-to Mail, Fax for Applications
• SLAs
• Service Management

The project’s key objectives—namely, using SaaS as a replacement for on-premises or locally managed fax components, greater standardization and continuity for business-critical fax use cases, were all achieved through the migration to Retarus Cloud Fax—as evidenced by KPIs such as service stability, SLA compliance, and the number of incidents and service requests. In the future, Retarus Cloud Fax could also be used as part of acquisitions to facilitate consolidation onto the general tenant.