Post sales processes in Large Polish Bank

Digital transformation in core banking processes

the Problem

  • Legacy systems in Customer Service area were blocking the development of new efficient.post sales customer service processes

  • No centralization and standarization of customer service processes (costly and problematic variants of services)

  • Time consuming and FTE consuming customer service processes

KPI Before

  • Time needed to finish the process was too long

  • Quantity of FTE in the process was too large

Technology applied:


IBM BPM (IBM BAW)

The implemented Solution

  • More than 100 processes in a single, reliable platform for back-office and after-sales operations.

  • Automated process parts execution UiPath RPA is utilized.

  • Standardized procedures to streamline employees onboarding and client services

  • Enabling customer self-service portals

    §Reorganized bank branches into mainly sales units

KPI After

  • Time needed to finish the process reduced by 30%

  • Quantity of FTE in the process reduced by 50%

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