A leading bank in Romania, serving approximately 1.8 million customers with a network of 550 locations and 6,000 employees. The bank operates across four main business lines: Corporate Banking, IMM, Retail Banking, and a Medical Division. Over the past five years, the bank has rapidly ascended the national rankings.

The Challenge

The bank faced significant challenges in managing its documentation and operational processes:

1. Difficulty managing large volumes of customer documents.

2. High risk of losing customer documents.

3. High operational costs due to manual, paper-based processes.

4. Poor customer communication.

5. Outdated applications that no longer met business requirements.

The Solution

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

1. Customer Dossier Management: Utilizing OpenText Documentum to manage customer documents.

2. Contract Management: Implementing Documentum BPM for the generation, negotiation, and approval of loan contracts.

3. Customer Communication: Enhancing communication with customers through OpenText CCM Solution.

4. Unified Search Solution: Enabling users to search and retrieve customer data across different systems.

5. Payment Orders Processing: Streamlining the processing of payment orders.

Key Highlights of the ECM Project:

1. User Integration: Successfully onboarded 5,000 users from both front and back offices.

2. Document Management: Managed 40 million customer documents with integration points including CRM, core banking, and payment systems.

3. Contract Management: Implemented for 350 back-office users, integrating with Siebel CRM and other tools.

4. Search Functionality: Deployed a unified search application for 5,000 users, integrating with various systems like Documentum and SharePoint.

The Results

The ECM project delivered significant benefits:

1. Increased Customer Satisfaction: Faster response times and more accurate information.

2. Accelerated Time to Market: Automated workflows reduced the time to process loans.

3. Standardization: Unified data model across the bank.

4. GDPR Compliance: Improved compliance with the ability to search, retrieve, and delete customer information.

5. Reduced Project Risk: Flexible delivery model reduced the risk of project failure.

Conclusion

Through the successful implementation of the ECM project, the bank significantly improved its document and process management capabilities, resulting in enhanced customer satisfaction, operational efficiency, and regulatory compliance. This transformation underscores the bank's commitment to innovation and excellence in the financial sector.

These stories highlight PGI's expertise in delivering tailored ECM solutions that address specific business challenges, drive operational efficiency, and ensure compliance across various industries.