A top-tier bank in Romania, part of a global financial group with a presence in over 70 countries and serving 30 million customers. The bank operates 850 front offices and five back offices in Romania, generating a net profit of 300 million EUR in 2017, with significant year-over-year growth.

The Challenge

The bank faced multiple operational challenges:

1. Long time to market for personal loans.

2. Low customer satisfaction due to slow response times.

3. High operational costs stemming from manual, paper-based processes.

4. Lack of control over core business processes.

5. Compliance issues, with a high risk of losing customer documents.

The Solution

PGI implemented a compehensive ECM (Enterprise Content Management) solution leveraging OpenText Documentum and Captiva technologies to address these challenges. The key components of the solution included:

1. Loan Processing Application: Automating the loan processing to enhance efficiency.

2. Collaterals Document Management: Efficiently managing collateral documents.

3. Document Management Solution Upgrade: Upgrading existing document management systems to meet current business needs.

Key Highlights of the ECM Project:

1. User Integration: Onboarded 3,800 users across front and back offices.

2. Automated Workflows: Enabled automated workflows for document processing.

3. Document Processing Volume: Managed 2,200 credit files daily, processing 200,000 pages each day.

4. Integration: Integrated with the bank's core banking system and CRM.

The Results

The ECM project delivered significant benefits:

1. Accelerated Time to Market: Reduced loan processing time from weeks to days, with faster responses to applicants.

2. Cost Reduction: Achieved a 30% reduction in operational costs through automation.

3. Enhanced Customer Satisfaction: Improved customer satisfaction through quicker and more accurate responses.

4. Compliance and Control: Improved regulatory compliance and document control, reducing the risk of document loss.

Conclusion

By implementing the ECM solution, the bank significantly improved its operational efficiency, reduced costs, and enhanced customer satisfaction, reinforcing its position as a leading financial institution in Romania.