The back office of a German credit institution was characterized by a high degree of time-consuming manual activities. This resulted, among other things, from a fragmented system landscape that had developed due to the mapping and processing of different products and services. The outdated system landscape also entailed maintenance problems that made it impossible for the bank to operate independently and required a switch to state-of-the-art technology.
In an initial workshop, the bank's experts and the knowis project team identified the key function of the back office for the digital transformation of our customer. The back office does not directly interact with customers in many regards, but it does fulfill a central service function for the upstream front office and middle office, and thus also for the banks' customers: The processing times for payouts, contract creation, and balance confirmations have a significant impact on customer satisfaction. In addition, changes in the regulatory framework repeatedly confronted the experts in the back office with new requirements. Automation approaches were needed to free the loan specialists from as much subsequent work as possible in order to accelerate the loan process.
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In this customer project, the 'Operations Cockpit' application was developed to create a digital workplace for all employees in the back office. The business app was implemented on the isfinancial banking platform and uses the technologies available on the platform to automate follow-up processes in lending.
Availability of data from the mid office and front office is the key to automating the back office at our customer. The isfinancial platform links data from the different silos of the bank and creates knowledge. The information provided is the basis for our customer to be able to replace manual work in the back office with initial system decisions and services. The wider vision includes the use of cognitive technologies.
Operations Cockpit eliminates time-consuming routine tasks such as handovers, paperwork, and bookings for the specialists in the bank's back office by automating data processing. Task packages are tailored and assigned to employees by the system and completed in the workplace. Roles and permissions can be configured at any time. Switching between different applications is no longer necessary.
In addition, the following benefits were achieved for the users:
With isfinancial, our customer has moved one step closer to the vision of 'zero back office' and has successfully paved the way for the further digital "construction" of the credit landscape.
"The platform's openness and the possibilities for an easy further development of our solution pave the way for us to continue the digital transformation of our back office. knowis also accompanies us in the business expansion of the solution."
Department Director Process Management and Organization
Recording of the presentation of knowis CFO Stefan Engl at IBM Bank und Zukunft: Possibilities, requirements, and limits of the automation of work processes in the back office.
