BPM in Banking

• Automated work flow
• Automated exception handling
• Unified front end

• Visual management
  and metrics
• Accelerated application development

Challenge

• BPO partner delivers multiple back office processes for customers that require heavy amounts of data-entry.
• Client and Product Servicing processes require transferring data (both machine print and handwritten) from scanned forms into the core operational platforms via the Order entry application.
• Process automation and technology enablement will enhance service delivery and provide greater customer value.
• No changes or interfaces were provided to client Order Management system.
• Offshore team working from India in secure environment, where no software can be installed or images shared.
• Live system has to remain available 24/7 under all circumstances.

Project Scope

• Showcase solution for New Standing Order (Personal).
• Process orchestration delivered with IBM Business Process Manager (formerly Lombardi Websphere Edition).
• Integrated with hand writing analysis and conversion technology and user process management tools to replace human activities.
• Business rules and exception processing automated, elminating need for human intervention in 87% of transactions.

Business Benefits

• Reduce staffing levels by 60% in core repeatable processes, to achieve 20% overall optimisation targets.
• Improve Turn Around Time. Help customer achieve ‘Todays Work Today'.
• Improved Quality, reducing dependence on Agent knowledge.
• Increased Capacity to Process Greater Volume and New Forms.
• Increased Visibility and Control Over Process (Aggregate and Individual Transactions).
• Enabled End-to-End Business Process Management for customer (regardless of service delivery location).