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Banking customer storyCommercial banking institution

Commercial bank targets market-leading customer satisfaction with streamlined workflows powered by OpenText Process Automation

Banking customer story

About the commercial banking institution

A modern, progressive banking institution, this financial services organization offers a wide range of retail and commercial banking products and services.

A happy couple meeting with a bank representative
  • Assets:
    > $30 billion
  • Region:
    Middle East

Summary

Challenges

  • Wanted to deliver responsive, personalized customer services.
  • Needed a way to digitize manual, paper-based processes.
  • Hoped to boost operational efficiency and reduce overhead costs.

Solution

  • Migrated OpenText Process Automation to the cloud.
  • Partnered with OpenText Professional Services to quickly upgrade.
  • Cut downtime during cloud migration by 50%.

Results

  • Streamlined hundreds of business processes
  • Facilitated effective regulatory compliance
  • Set the stage for AI innovation

Challenges

  • Wanted to maintain top-tier status in a highly competitive landscape via digital transformation
  • Aimed to meet growing demand for slick, convenient banking services while boosting operational efficiency and reducing cost overheads
  • Decided to build a robust, scalable digital system that supports fast growth and integrates with the bank's systems

This commercial banking institution offers innovative consumer and business banking services through a comprehensive range of channels, including an extensive branch and ATM network as well as online and mobile platforms.

“Because we operate in a highly competitive market, we aim to set ourselves apart by offering seamless, secure, and personalized services to our customers,” said the bank’s strategic transformational leader.

90% of the bank’s audience came through digital channels, driving the need for a robust digital system. To deliver outstanding online and mobile experiences, the bank refreshed its digital services—driving a front-to-back transformation to streamline the customer journey at every touchpoint.

“Our goal is to become a top digital bank,” the strategic transformational leader said. “To achieve this, we aim to harness technology to offer a smooth customer experience from end to end.”

For several years, the bank has used OpenText™ Process Automation software to automate 130 processes and 186 sub-processes, including key processes like onboarding, remittance, and service requests. To accelerate its digital transformation, the bank decided to build on its success with the OpenText solution.

The enterprise applications lead for the bank added, “When we evaluated, the OpenText solution had worked on over ten million financial and non-financial transactions—but we saw an opportunity to go further. By moving to the latest version of OpenText Process Automation, we knew that we would lay the foundations for a wider range of automation capabilities, including faster development and AI-powered workflows.”

A person filling in card credentials via mobile

We thoroughly enjoyed working with OpenText—they engaged with us like a true partner, not just a vendor. Throughout the project, the team helped us break down complex components into more manageable workstreams. They even performed a full audit of our existing OpenText Process Automation code.

Enterprise applications lead
Commercial banking institution

Solution

Working with OpenText™ Professional Services, the bank migrated its existing automated workflows to the latest version of OpenText Process Automation. Deployed in the cloud, the new solution integrates seamlessly with the bank’s API-driven infrastructure.

Products deployed

Services provided

Migrating OpenText Process Automation to the cloud

Prior to the migration project, the bank evaluated OpenText Process Automation alongside tools from other vendors. After a thorough review process, the bank determined that the OpenText solution was still the optimal fit for its needs.

“We wanted an automation solution that was powerful and feature-rich but easy to use,” recalls the bank’s enterprise applications lead. “Our evaluation of the market showed us that OpenText Process Automation continues to be the right choice. As well as offering cloud-native, low-code deployment capabilities, the OpenText solution is cost effective to manage and maintain.”

By deploying OpenText Process Automation in the cloud, the bank saw the opportunity to elastically scale its environment as it continued to add use cases to the OpenText solution. The bank's strategic transformation leader confirmed, “We aim to run each of our workloads on the optimal platform, whether cloud or on premises. Since our digital channels and payment services are deployed in the cloud, it made sense for our workflow systems to be in the same place.”

Partnering with OpenText Professional Services

To shift to the cloud, the bank planned to first upgrade OpenText Process Automation and then migrate the on-premises implementation. As mission-critical business processes depend on the OpenText solution, unplanned downtime was not an option. To help ensure a smooth transition to the cloud, the bank engaged an expert team from OpenText Professional Services.

The bank’s strategic transformation leader commented, “OpenText Process Automation is truly the backbone of the bank, and almost all our business functions interact with the solution to some degree. We wanted a knowledgeable partner to help us navigate a complex project, and there was no better fit than OpenText Professional Services.”

Working side by side, OpenText Professional Services engaged on-site and remote teams to help plan, test, and complete the upgrade and subsequent cloud migration on time and within budget.

“We thoroughly enjoyed working with OpenText—they engaged with us like a true partner, not just a vendor,” said the bank's enterprise applications lead. “Throughout the project, the team helped us break down complex components into more manageable workstreams. They even performed a full audit of our existing OpenText Process Automation code to ensure nothing slipped through.”

Cutting downtime during migration by 50%

Initially, the joint project team from the bank and OpenText believed that 48 hours of downtime would be required to complete the final stages of the cloud migration process. However, the Professional Services team refined its approach to complete the process in just 20 hours—over 50% faster.

“In recent years, we moved to a modern API-driven architecture, and OpenText Process Automation seamlessly integrates with our new SOAP and REST APIs,” commented the bank's enterprise applications lead. “As well as native API integration capabilities, the new solution offers enhanced orchestration, helping our developers to work with greater speed and agility.”

A person withdrawing cash from an ATM

We are also very satisfied with OpenText Process Automation from an information security and data governance perspective. We’ve now been live in the cloud for almost six months, and none of our penetration tests have uncovered any gaps in our security posture.

Enterprise applications lead
Commercial banking institution

Results

The bank is using OpenText Process Automation to digitize manual processes, resulting in automated workflows. Looking to the future, the bank plans to harness AI to unlock new efficiencies and enhance the customer experience.

Streamlined hundreds of business processes

Over the years, the bank has added new use cases to OpenText Process Automation. Teams across the business continue to rely on the solution to support their day-to-day activities—and with the latest development capabilities of OpenText Process Automation, the bank can reengineer its business processes faster than ever.

The bank’s enterprise applications lead stated, “Whenever we use manual processes driven by email, spreadsheets, or paper, traceability is low, handoff is a challenge, and both turnaround times and employee productivity suffer. With OpenText Process Automation, we can solve these challenges rapidly and with far less development effort, improving employee experience and engagement while lowering operational costs.”

Facilitated effective regulatory compliance

With OpenText Process Automation underpinning its mission-critical business processes, the bank can streamline key compliance-related activities with confidence.

“During processes such as customer onboarding and when processing payments, we are required to carry out regulatory checks—for example, capturing know-your-customer data,” explained the bank’s enterprise applications lead. “OpenText Process Automation allows us to automate our compliance processes, which is extremely valuable.”

They added, “We are also very satisfied with OpenText Process Automation from an information security and data governance perspective. We’ve now been live in the cloud for almost six months, and none of our penetration tests have uncovered any gaps in our security posture.”

Set the stage for AI innovation

To date, the bank has digitized and automated many of its business processes. In the next phase of its transformation initiative, the bank plans to leverage the latest advances in AI technology to streamline more of its workflows.

For example, if a new customer fills out an application form at a branch, then a bank representative manually re-keys the data. In the future, the bank will use a cloud-based AI service—orchestrated by OpenText Process Automation—to capture the information and bring it into the appropriate systems of record.

“With OpenText Process Automation in the cloud, we’re poised to drive further improvements to our services,” said the bank’s strategic transformation leader. “By orchestrating paper-based tasks with OpenText Process Automation, we will reduce turnaround times, improve the customer experience, and free our people to spend more time on customer-facing activities.”

They concluded, “Our credit risk workflow involves several different teams and systems within the bank, and there’s a big opportunity to re-engineer that and many other processes for greater efficiency. As we take the next steps on our transformation journey, we’re delighted to have a knowledgeable partner like OpenText by our side.”

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