Eliminating manual processes
As a first step in creating its multispeed IT environment, Creval Sistemi e Servizi started exploiting enterprise service bus (ESB) patterns using IBM Integration Bus software. “The enterprise service bus allows us to decouple our front ends from the legacy back ends,” says Crocco. “This is necessary to speed up our response to changing business requirements.”
Next, Creval Sistemi e Servizi used IBM Business Process Manager and IBM Operational Decision Manager software to automate its processes. The organization determined that there are approximately 2,000 processes used in a typical bank and that processes with intensive human intervention can take up more than 60 percent of employees’ time. The Business Process Manager platform helps Creval Sistemi e Servizi make its business users as autonomous as possible in designing and delivering processes. The Business Process Manager software integrates with the Operational Decision Manager rules engine.
The organization is also exploring using the cloud. “At this moment, cloud plays the role of innovation lab and is an accelerator for deploying simple projects supporting our business,” says Crocco. “Cloud is an opportunity that we are trying to exploit, and we are starting to explore how IBM® Bluemix® can help us with that.”
The new solution empowers business users to create their own processes in as little as two hours. All told, Creval Sistemi e Servizi has reduced the amount of time needed to design and implement processes by 80 percent. The company has also gained efficiencies by automating processes. It now takes 50 percent less time to deliver a mortgage to a customer, and the bank supports mortgage processes with six fewer full-time employees (FTEs). By automating its accounting certification and checking account closure processes, the business decreased back-office workload by 80 percent. And the solution enabled Creval Sistemi e Servizi to retire an existing platform that had supported 100 processes and transaction volumes of 500 requests per day. It took staff only one month to migrate these processes to the new solution, resulting in significantly reduced operating costs.
All of these advances are helping Creval Sistemi e Servizi improve the customer experience. “In a way, the changes that we face now are driven by our customers,” says Crocco. “They are really pulling our industry along in terms of innovation. I think that the changes we’re making are helping us meet the needs of our customers and helping us deliver more value than ever before.”