IBM Case Studies Creval Sistemi e Servizi: Using process automation solutions from IBM to accelerate customer service improvements

Edit This Case Study Record

	Creval Sistemi e Servizi: Using process automation solutions from IBM to accelerate customer service improvements IBM

Creval Sistemi e Servizi: Using process automation solutions from IBM to accelerate customer service improvements

IBM

Technology Category	Application Infrastructure & Middleware - API Integration & Management Application Infrastructure & Middleware - Data Exchange & Integration Infrastructure as a Service (IaaS) - Cloud Computing
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation Sales & Marketing
Use Cases	Demand Planning & Forecasting Process Control & Optimization Remote Asset Management
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	Creval Sistemi e Servizi, a provider of information and communication technology services to the banks of its parent company Credito Valtellinese Group, was facing the challenge of adapting to the rapidly changing digital transformation in the world of business. The company's core banking application was time-consuming and costly to change, which was slowing down its response to changing business requirements. The company sought to decouple its slower core banking applications from its rapidly changing requirements for speed and innovation. As part of this initiative, Creval Sistemi e Servizi wanted to automate its processes to accelerate and improve customer service. It also sought to empower its knowledge workers to be able to create processes by themselves, without IT involvement. Read More
About Customer	Creval Sistemi e Servizi is an information and communication technology services provider based in Sondrio, Italy. The company serves the banks of its parent company, Credito Valtellinese Group. The group consists of several specialized companies and three commercial banks serving 11 of the 20 regions of Italy through a network of 526 branches. Like many organizations, Creval Sistemi e Servizi is coping with the ongoing digital transformation in the world of business. The company's principal challenge is to adapt to this fast-changing world and become a change agent. The company's business requirements are changing faster than ever before, and it relies on a core banking application that is time-consuming and costly to change. Read More
Solution	Creval Sistemi e Servizi created an enterprise service bus (ESB) using IBM Integration Bus software to decouple front-end systems from existing back-end systems. This allowed the company to speed up its response to changing business requirements. The company then used IBM Business Process Manager and IBM Operational Decision Manager software to automate its processes. The organization determined that there are approximately 2,000 processes used in a typical bank and that processes with intensive human intervention can take up more than 60 percent of employees’ time. The Business Process Manager platform helps Creval Sistemi e Servizi make its business users as autonomous as possible in designing and delivering processes. The Business Process Manager software integrates with the Operational Decision Manager rules engine. The organization is also exploring using the cloud to accelerate simple projects supporting its business. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Application Infrastructure & Middleware - Data Exchange & Integration

Infrastructure as a Service (IaaS) - Cloud Computing

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Sales & Marketing

Use Cases

Demand Planning & Forecasting

Process Control & Optimization

Remote Asset Management

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

Creval Sistemi e Servizi, a provider of information and communication technology services to the banks of its parent company Credito Valtellinese Group, was facing the challenge of adapting to the rapidly changing digital transformation in the world of business. The company's core banking application was time-consuming and costly to change, which was slowing down its response to changing business requirements. The company sought to decouple its slower core banking applications from its rapidly changing requirements for speed and innovation. As part of this initiative, Creval Sistemi e Servizi wanted to automate its processes to accelerate and improve customer service. It also sought to empower its knowledge workers to be able to create processes by themselves, without IT involvement.

About Customer

Creval Sistemi e Servizi is an information and communication technology services provider based in Sondrio, Italy. The company serves the banks of its parent company, Credito Valtellinese Group. The group consists of several specialized companies and three commercial banks serving 11 of the 20 regions of Italy through a network of 526 branches. Like many organizations, Creval Sistemi e Servizi is coping with the ongoing digital transformation in the world of business. The company's principal challenge is to adapt to this fast-changing world and become a change agent. The company's business requirements are changing faster than ever before, and it relies on a core banking application that is time-consuming and costly to change.

Solution

Creval Sistemi e Servizi created an enterprise service bus (ESB) using IBM Integration Bus software to decouple front-end systems from existing back-end systems. This allowed the company to speed up its response to changing business requirements. The company then used IBM Business Process Manager and IBM Operational Decision Manager software to automate its processes. The organization determined that there are approximately 2,000 processes used in a typical bank and that processes with intensive human intervention can take up more than 60 percent of employees’ time. The Business Process Manager platform helps Creval Sistemi e Servizi make its business users as autonomous as possible in designing and delivering processes. The Business Process Manager software integrates with the Operational Decision Manager rules engine. The organization is also exploring using the cloud to accelerate simple projects supporting its business.

Impact #1	The new solution empowers business users to create their own processes in as little as two hours.
Impact #2	The company has gained efficiencies by automating processes.
Impact #3	The solution enabled Creval Sistemi e Servizi to retire an existing platform that had supported 100 processes and transaction volumes of 500 requests per day.

Impact #1

The new solution empowers business users to create their own processes in as little as two hours.

Impact #2

The company has gained efficiencies by automating processes.

Impact #3

The solution enabled Creval Sistemi e Servizi to retire an existing platform that had supported 100 processes and transaction volumes of 500 requests per day.

Benefit #1	80% reduction in the time needed to design and implement processes
Benefit #2	50% decrease in the time required to deliver a mortgage to a customer
Benefit #3	80% less back-office workload by automating account certification and checking account closure processes

Benefit #1

80% reduction in the time needed to design and implement processes

Benefit #2

50% decrease in the time required to deliver a mortgage to a customer

Benefit #3

80% less back-office workload by automating account certification and checking account closure processes

Download PDF Version

Overview

Creval Sistemi e Servizi: Using process automation solutions from IBM to accelerate customer service improvements

Operational Impact

Quantitative Benefit