The back office of a financial institution was challenged by a high degree of time-consuming manual activities. The route course was a rather fragmented system landscape historically developed with increasing complexity. The company was highly invested to run the existing landscape and did not find a starting point for renovation and innovation.
The back office does not directly interact with customers but has a business-critical central service function for all kinds of customer-related activities: transactions, correspondence, fulfillment of contractual, etc. Therefore it significantly impacts customer satisfaction. In addition, changes in the regulatory frameworks are causing constant changes in business processes. Different kinds of business applications specifically designed for different user groups were required to increase the level of automation and smart collaboration.
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The 'Operations Business Platform' was designed and developed to create a digital workplace for all domain-specialized staff of the back office. The cross-functional development team did create an open, future-proof business platform composed of sourced and developed components.
The platform runs business applications centered around particular business functions of different teams increasing automation and improving collaboration:
"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.
