Transactions & Unsecured Lending Automation

When Tenzing and the Client's staff team up to develop an enterprise wide business process management (workflow) system combining front and back end applications and a common servicing platform, far reaching improvements were experienced across the organisation.”

As one of the major banking corporations in Australia, this client has a wide range of banking and financial services for personal and corporate banking.

Tenzing was asked to provide an IT Project Manager with significant BPM experience to lead a mixed team of Bank and Tenzing developers tasked with rolling out the FileNet P8 BPM suite (Process and Content Engines) through the Retail Bank back office, the business unit (BU) responsible for back office processes.

Challenge

The goal of this project was to provide Superior Customer Service to the customer case including business & individuals with transaction & card accounts and merchants who hold facilities allowing payment of goods via credit card or EFTPOS.

The focus was on the improvement of processing and customer service across the following business groups: Account Servicing, Customer Maintenance & Reporting, Customer Servicing and Reconciliations & Investigations.

The business unit included approximately 470 people split into 27 teams.

Solution

Tenzing developed an enterprise wide business process management (workflow) system combining front and back end applications and providing a common servicing platform. The solution was called Pronto and provides:

  • Work delivery across multiple channels
  • Accurate Business Information
  • Automation of Manual Work Requests
  • Work Request System that meets business needs

Outcome

The mixed team of Bank and Tenzing consultants, with the help of BearingPoint GDC developers, delivered the system on budget and in time to start delivering process benefits across the business unit, including:

  • Improved operational efficiency
  • Improved visibility across TULO processes
  • Improved management information & ability
  • Alignment of service to customer experience