In an earlier blog, I showed why advanced business process management (BPM) is the best choice for banks to develop client-centric solutions. Now, I’ll cover how advanced BPM enables banks to deliver truly customer-focused experiences, using corporate client onboarding as an example.
While advanced BPM solutions are flexible enough to meet the needs of all business units across an organization, only the best ones can be used to build an onboarding process in one unit, while simultaneously supporting another process in the bank. These solutions provide a complete suite of BPM tools, plus easily modified starter kits that contain many of the core features and functions for a specific solution like onboarding. They offer well-defined, best practice processes with the flexibility to change them without high cost and extensive re-work.
Speed to Market
A flexible and agile BPM solution includes modeling and drag-and-drop tools for developing rules and processes. This is much faster than creating standard requirements documentation, design documents, back-and-forth refinement sessions and draft code samples. By using visual tools in joint IT / business design sessions, the solution can be modeled quickly and iterated upon rapidly.
Once launched, rules-based process engines allow change simply by updating rules, which then automatically generate executable code. With Pega, banks can “directly capture objectives”, automatically creating processes, data structures and executable code right from the first requirements discussion. The result is much shorter development cycles.
Simplified and Reusable Integration
Corporate client onboarding often involves 10-20 applications, each with its own technology (mainframe, Web-based, external cloud, etc.). Many banks are forced to rekey the same customer information into multiple systems (deposit, online banking, lockbox, FX, trade) to onboard the client because there is no easy way to integrate the process with the back-end systems. Pega BPM enables you to maintain much of the current investment in infrastructure by creating integration points and processes. Simplified integration tools make it easy to capture information once, and then distribute it to multiple systems. This can then be reused for sales force automation, servicing, risk, and KYC.
Full Customer View
The integration and common tool infrastructure of BPM solutions are critical to creating a holistic client view. Relationship managers will see all their sales lead information together with all current onboarding cases, service inquiries, corporate subsidiary structure and other client data—all in one place! Pega technology supports a client-centric experience ranging from prospecting and onboarding to service and payment investigation.
While many IT and risk departments limit what can be in the cloud and how integrated cloud-based applications can be with internal bank applications, BPM solutions with cloud services provide great value and speed to market. Several banks are leveraging it as the development infrastructure, using cloud-based BPM to capture requirements, design and develop the application while the internal infrastructure is being built. With Pega BPM, the code can easily be dropped right into the on-premise environment seamlessly.
Visibility, KPIs and the Process Loop
Banks need visibility and access to key performance indicators in order to monitor the overall process—even when it does not all take place within the BPM application (comprehensive dashboards and real-time SLA monitoring). Pega allows banks to continuously change their processes and operations to streamline, manage risks and improve the customer experience.
For example, collecting ACH processing information can typically take 3-5 days to accomplish, where the longest lag time is when the form is sent to the client, the process can be shortened by reconfiguring it to send an email to the sales person at the same time the form is sent to the client. This alerts the sales person to call and encourage the client to return the form quickly. The bank can then monitor this process for expected improvement, quickly alter it again if needed, and even use the change within a certain region before rolling it out entirely. We call this the “situational layer cake” approach which supports base rules for the whole process, but allows variations to the common process for a particular segment, region or product.
BPM — Designed to Support Constant Change
If one thing is certain in business, it is change. Regulations, market conditions, customer demands, internal politics and processes all change constantly. The best banking organizations recognize this and take proactive approaches to hurdling these challenges. This enables banks to focus on real goals—increasing revenue, cutting costs and improving the client experience.