The Problem
Before ProcessMaker, Banregio’s process management, internal organization, and customer interactions operated on a blend of manual processes and minimal software applications. The lack of automation technology during the workflow process prevented Banregio from delivering its highest customer satisfaction potential. Banks often work within volatile environments due to compliance regulations like the Mexican FinTech Act and Securities Market Law, market changes, and consumer demands. Banregio required a fast, easy solution to stay competitive in the market. The platform had to increase the operational health of Banregio, accelerate its customer experience strategy, and integrate easily with its current systems. With ProcessMaker, Banregio wanted to improve five major areas of its business:
- Data migration. The bank needed to migrate data from an Excel spreadsheet and individual workstations to a central location and more robust application.
- Process standardization. Banregio’s processes and calculations needed to be organized and managed more efficiently, then incorporated into newly defined workflows.
- Operations. Banregio needed to build out a plan for standard operating procedures for evaluating process performance and efficiency.
- Project Management. Institution wanted to provide its customers with the ability to track the progress of its claims.
- Customer Service. Finally, Banregio wanted to reduce its response times to customer inquiries to improve the customer experience.
The Solution
Using ProcessMaker’s workflow, Banregio implemented an online app that would service the customer’s investments. Administrative personnel created forms that would automatically be routed onto its appropriate path to provide quick and efficient response times. Additionally, ProcessMaker allowed retail store customers to easily file and track their claims and concerns. Banregio integrated its Pentaho reports with ProcessMaker, allowing managers to monitor the average process and customer response times. Those managers used that information to then evaluate the effectiveness of their processes.
