The client is a leading bank in Greece with 29% market share in terms of customer loans and deposits. The Bank offers a full range of financial products and services to more than 5 million customers in Greece.
The Challenge
The client wanted to optimize the performance of their Check Processing System and Incident Management. Check Processing System needed to be optimized to enable automatic routing and assignment mechanism, Interfacing with Equation, automated digitization in ICE through Mismanagement of reassignments, escalation and non-completion. With respect to Incident Management, they wanted to implement 4 types of incidents for Risk management for the bank that included Cashier Deficit and Surplus, Cash In Transit, Branch Robbery and Phishing and Malware.
The Solution
Persistent initialized this engagement by doing a thorough review and analysis of the existing Check processing and Incident Management System and then gave the following recommendations to overcome the technical issues:
- Implemented Appian based application from scratch
- Integration with Bank’s third-party systems
- Large multiuser enterprise application
The Outcome
- Dramatic reduction in error rates in check processing
- Improved overall customer satisfaction scores and confidence ratings
- Appian Centre of Excellence: Established and maintains ongoing support
Business Impact
30%
Reduction in project cost
100%
Success rate
30%
Increase in productivity
Easier UI Interface
Multi language Support
Technology Used
- Appian BPM
