To encourage new business, Capitec strives to serve clients in real time. “From our point of view, a good customer experience is if you can assist the client immediately and not have to send clients back and forth for documentation and procedures,” said Gerrard Lennox, Capitec manager of software engineering and team member since the bank’s founding.
Lennox has enough history with the organization to recall previous client acquisition procedures that snagged on paper-heavy methods and waiting periods. “Finding paper files would slow everybody in the process,” Lennox said. “We looked at a different way of assisting our clients and decided to install OpenText™ Documentum™ to securely store client documents for easy access by the bank consultants.”
After successfully implementing the enterprise content management (ECM) platform to manage and control content, Capitec realized additional technologies were required to support its growth strategy. Lennox and his team recognized the opportunity to leverage the OpenText ECM platform to drive a real-time client onboarding process.
“When we looked at the market for a company to assist us in achieving the client-centric goal, we saw that OpenText could bring us that feature set of automation technologies,” Lennox said. Furthermore, in today’s environment, tech-savvy clients carry high expectations around digital accessibility. “They know all about the fancy applications and devices you can use,” he noted. “We need to cater to that.”
To fulfill these requirements, the bank selected OpenText™ Intelligent Capture to capture actionable data, OpenText™ Documentum™ xCP to automate processes with customized workflows and OpenText™ xPression™ to generate real-time, multichannel documents. The integrated solutions support Capitec as it moves forward, rather than resting on its laurels. “We’re grateful for the (best bank) award,” Lennox noted, “but, we’re still driving to make our processes and client interactions even more effective using OpenText technologies.”
Documentum is core to the Capitec banking system. All client interaction is recorded and stored in a central location for access by authorized stakeholders. The additional OpenText solutions automate efforts to acquire and share information across the organization. For instance, onboarding now follows a streamlined path:
- A potential client walks into a Capitec branch with ID and other paperwork in hand.
- The client’s documents, including applications and contracts, are scanned, automatically classified and immediately processed by Intelligent Capture, allowing the banking consultant to focus on the client’s requirements instead of manually entering the information into the system.
- Documentum xCP process automation simplifies and speeds processes to provide the highest level of customer service. Advanced case management capabilities make information easily accessible, up-to-date, quickly tracked and more manageable.
- xPression generates all necessary agreements requiring a signature. The client signs electronically and files are stored in the Documentum repository.