Electronic archive of customer profiles and operations – soft Xpansion Ukraine
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Bank operations and activities of other financial institutions are directly linked to day-to-day customer service. The number of clients differs from bank to bank but, nevertheless, the new clients are added to the existing ones, permanently. The customer base grows and therefore the employees begin to feel “uncomfortable” and without organizing and proper storage of great deal of documents which are parts of customers’ profiles: the service time for active clients increases, the profiles heap up which have not been entered into the system, the costs raise etc.

The introduction of an electronic archive is a real step to the centralization of bank operations, above all those of the back-office. The benefits due to the centralization are now well known to the banks which decrease wage costs, improve quality and control and and freeing up time for managers for more productive aims etc. As the example of such banks shows, tremendous economic effect is achieved.

Implementation benefits:

  • Standardization and unification of processes
  • One-time customer identification is particularly actual, if the employees perform the operations with different banking products of the customer in different program complexes
  • Transparent control of the characteristics SLA and KPI
  • Flexible load model (capacity model)
  • Online load monitoring, timely reaction on appearing peak loads
  • Front-office employees get the possibility to form up the customer profiles and not to heap them up
  • Increased number of customers every manager can serve within a working day
  • Simplification of document search:
    • In electronic form – at the assigned parameters, you can quickly find the required client and his documents in the system
    • In paper form – the location of physical documents in the centralized paper archive is clearly written in the electronic archive
  • Decreased number of work errors and of risks to loose customer profiles
  • The history of servicing the customer is visible
  • Automation of forming up the reports associated with the customer base – with the quality of forming up the customer profiles etc.

Solution features:

“Electronic archive” Module:

  • Possibility of searching and customizing the reference books:
    • Searching on different requisites of clients/products
    • Hierarchic structure of safekeeping of customer documents
    • Manageable reference books of document and product types
    • Reference books of the organizational structure, open interfaces for the integration with the HR system
  • Document management:
    • Built-in preview of the document content
    • Administration of publication (placement) rules
    • Templates of access to documents
    • Automatic control of profile filling and of document aging
    • Legally effective electronic archive (if EDS (electronic digital signature) is in use with the advanced key certificate)
  • Channels of getting documents:
    • E-mail
    • Scanning
    • Import
    • Client – bank
  • Versioning and safekeeping rules
    • Uniform classifier (reference book) of document types
    • Unification of document names and codes
    • Versioning management – safekeeping of some copies of one document in the form of the history of versions
    • Support of regulations for electronic safekeeping and for deleting of documents of documents:
      • Making settings of safekeeping and access for every document type
      • Adjustment of rules and terms of annihilation of documents

Module “Control of the processes”

  • Creation of a process tree:
    • Construction of a multi-level process tree
    • Customizing of process accessibility dependent on the user role
    • Displaying process cards and other information -as prompts for users
  • Managing the form and the metadata of the process:
    • Softwired input form for the attributive process information
    • Possibility of splitting up the information using bookmarks
    • Wide possibilities of adjusting the validation rules and the calculation of values
  • Managing of process settings and configuring without programming – The business administrator (process owner) may change the settings and configure the processes without invoking the IT.
  • Process progress monitoring:
    • Monitoring of every step elapsed time
    • Automatic signaling of missed task execution deadline
    • Monitoring of process quality factors on the basis of automatic reporting
    • Monitoring of the process returns and losses (process waste)
    • Massive opportunities for carrying out analyses and of process optimizing
  • Online monitoring and immediate reaction on peak loads:
    • Online control the state of lines of task handling
    • Possibility to rearrange the load and to add further resources to the sections with peak load
    • Foreground boost of tasks priority on a domain-specific section in real-time mode in real-time mode





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