Financial Group — Enterprise Content at Scale

Enterprise Content at Scale

A top 10 bank in Romania, part of a global financial institution with over 120,000 employees and 80 million customers across 50 countries. Known for its innovation, the bank serves 1 million customers in Romania and leads in customer satisfaction.

The Challenge

The bank faced significant operational challenges:

1. Difficulty in 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 Outdated applications that no longer align with current business requirements.

The Solution

PGI implemented a comprehensive ECM (Enterprise Content Management) solution using OpenText Documentum, focusing on the following key areas:

1. Customer Dossier Management: Centralized management of customer documents.
2. Consulting Services: Provided a roadmap for Documentum to ensure strategic alignment with business needs.
3. Document Management Solution Upgrade: Upgraded existing systems to enhance functionality and compliance.

Key Highlights of the ECM Project:

1. Policy Implementation: Applied company-wide policies to ensure consistency in document management.
2. Code Reduction: Reduced reliance on custom code, simplifying system maintenance.
3. Enhanced Security: Improved document security through Trusted Content Services.
4. Timeline: The project commenced in February 2014 and was completed by May 2014.
5. User Productivity: Enhanced productivity for 800 users by streamlining document handling processes.

The Results

The ECM project delivered significant benefits:

1. Improved Productivity: Streamlined processes, improving productivity for 800 users.
2. Enhanced Customer Service: Improved quality and efficiency in customer interactions.
3. Increased Security: Enhanced security measures at the document level, ensuring compliance with audit requirements.

Conclusion

Through the successful implementation of the ECM project, the bank significantly enhanced its document management capabilities, leading to improved operational efficiency, customer service, and compliance. This transformation highlights the bank’s commitment to innovation and excellence in the financial sector.

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