Sustainable Advancements through Agile Customer Communication
Adaptive process management boosts productivity at leading European bank
As one of the largest players in the world with roots anchored in Europe’s economic history, the Bank has presence in more than 70 countries and over 180,000 employees. The Bank is a leader in the Eurozone and a prominent international banking institution with focus on Corporate & Institutional Banking as well as Retail Banking & Services, with over 30,000 collaborators and more than 2,000 agencies. The Bank garnered the 2016 WfMC Global Excellence in Case Management Award for its new “Banking Correspondence Management System” (BCMS) built on Papyrus Adaptive Case Management and its high-productivity enterprise communication platform.
The Bank’s customer communication using 2,500 different document templates with approximately 20-25 new document templates per month was planned to be significantly enhanced to double batch production and increase the online production of documents (Internet and Mobile) 20x to 400,000 documents a day.
At the same time, with customers moving to digital, the Bank recognized that it has to move to smart communication anytime, anywhere and become significantly faster in production of new modules with quick time to market for new bank products through full digitization and paper-free processes.
In the initial solution based on Microsoft Word, business users were creating document specifications as input for the document development process performed by IT developers, - with both teams working in isolation and duplicating efforts. The communication mainly via e-mail and handling thousands of templates in different languages through the standard file management system prevented linkage between document templates and their language variants and versions. To accelerate the time to production, the communication development approach needed a complete makeover.
After initial considerations, the bank decided to focus on the simplification and flexibility of document management processes as its two primary objectives. The bank chose to introduce the Papyrus Business Correspondence Solution to enable business users to directly participate in document development and reduce overhead.
Next, the decision was made to leverage the Papyrus integrated framework solutions approach and fit the entire document design and development solution directly into the Papyrus Adaptive Case Management (ACM) framework to maximize benefits from its flexibility and transparency in handling the document lifecycle from design through development and deployment into production, as well as production management.
The newly defined Banking Correspondence Management System (BCMS) provides professional document design functions and empowers business users to create and maintain a huge amount of document templates in a flexible manner, with consistency in design and compliance of content. BCMS supports design, sign-off, deployment and production of customized, individual online correspondence, as well as mass batch document production, and applies a fully customizable and adaptive change management that involves the right people for the right work at the right time.
BCMS provides a common working environment for the productive collaboration of Business and IT and now links independent working environments of different departments to facilitate cooperation and teamwork between all knowledge workers.
Business teams work in different user roles specified by roles and privileges, supported by multiple GUIs with full capabilities to flexibly design the correspondence and take control over document development process. IT assists where required and takes care of technical configurations related to more sophisticated document elements, such as data interfaces for input of business data, complex business rules or dynamic tables.
Document design is managed within a project (case) through a set of predefined steps and related data and enables ad-hoc changes and case re-opening by business departments to react on short notice to changes in the business requirements. Ad-hoc actions are managed and aligned by change management and compliance-checking techniques via ACM. All document design is released into the central correspondence library to be used by all entitled parties. Business users can choose from diverse elements in the library, and create new ones, while freely communicating with other system users through integrated commenting and chat functionalities and making use of the IT assistance where necessary. Finished document templates are sent to project coordinators to verify the development in a document compare view and approve releasing them into production.
- 95% created & maintained by the business, IT only delivers data
- 50% time reduction in the templates development phase
- 90% time reduction in the release phase
- Flexible document release process enabled by cross-department change management
- Consistency paired with efficiency through large-scale reusability
- Reporting and auditing transparency