Case Studies Redefining the Reality of Banking Processes

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	Redefining the Reality of Banking Processes

Redefining the Reality of Banking Processes

Technology Category	Analytics & Modeling - Big Data Analytics Analytics & Modeling - Predictive Analytics Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation Quality Assurance
Use Cases	Process Control & Optimization Predictive Quality Analytics Digital Twin
Services	System Integration Software Design & Engineering Services Training
Challenge	PostFinance, one of the largest financial institutions in Switzerland, faced the challenge of optimizing its internal processes to enhance customer satisfaction. With 2.7 million private customers and 300,000 business customers, PostFinance processes over 50% of payments in Switzerland. The bank aimed to create a 'digital power house' to make banking as easy and fast as possible for its customers. This required smooth service processes and minimal wait times for customers. The bank needed to analyze and optimize its processes, particularly account openings, to achieve these goals. Read More
About Customer	PostFinance is a subsidiary of Swiss Post and one of the five largest financial institutions in Switzerland. It serves 2.7 million private customers and 300,000 business customers, processing over 50% of payments in the country. As a licensed bank, PostFinance offers a full range of financial services, including pension and savings options, investment opportunities, and loans or lines of credit. The bank has a strong focus on customer satisfaction and aims to create new incentives for existing customers while attracting new ones. PostFinance's ultimate goal is to become a 'digital power house' where banking is made as easy and fast as possible for its customers. Read More
Solution	PostFinance partnered with Celonis Process Mining to analyze and optimize its business processes. Celonis Process Mining uses big data technology to track actual processes, not just for account openings but also for SAP-based purchasing. The software merges data traces left by digital processes, reconstructing them end-to-end and modeling how they actually work. This allows PostFinance to identify points in the process where there are delays, extra demands on time and labor, and potential solutions to these issues. During the proof of concept, PostFinance quickly gained important insights and translated them into concrete measures, confirming that Celonis Process Mining was the right solution. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Big Data Analytics

Analytics & Modeling - Predictive Analytics

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Quality Assurance

Use Cases

Process Control & Optimization

Predictive Quality Analytics

Digital Twin

Services

System Integration

Software Design & Engineering Services

Training

Challenge

PostFinance, one of the largest financial institutions in Switzerland, faced the challenge of optimizing its internal processes to enhance customer satisfaction. With 2.7 million private customers and 300,000 business customers, PostFinance processes over 50% of payments in Switzerland. The bank aimed to create a 'digital power house' to make banking as easy and fast as possible for its customers. This required smooth service processes and minimal wait times for customers. The bank needed to analyze and optimize its processes, particularly account openings, to achieve these goals.

About Customer

PostFinance is a subsidiary of Swiss Post and one of the five largest financial institutions in Switzerland. It serves 2.7 million private customers and 300,000 business customers, processing over 50% of payments in the country. As a licensed bank, PostFinance offers a full range of financial services, including pension and savings options, investment opportunities, and loans or lines of credit. The bank has a strong focus on customer satisfaction and aims to create new incentives for existing customers while attracting new ones. PostFinance's ultimate goal is to become a 'digital power house' where banking is made as easy and fast as possible for its customers.

Solution

PostFinance partnered with Celonis Process Mining to analyze and optimize its business processes. Celonis Process Mining uses big data technology to track actual processes, not just for account openings but also for SAP-based purchasing. The software merges data traces left by digital processes, reconstructing them end-to-end and modeling how they actually work. This allows PostFinance to identify points in the process where there are delays, extra demands on time and labor, and potential solutions to these issues. During the proof of concept, PostFinance quickly gained important insights and translated them into concrete measures, confirming that Celonis Process Mining was the right solution.

Impact #1	PostFinance deployed Celonis Process Mining for account openings in various regions and locations, comparing results to identify best practices and set internal benchmarks.
Impact #2	The bank was able to save resources across regions and significantly accelerate processes.
Impact #3	More employees are being given access to Process Mining, facilitated by the flat hierarchies and culture at PostFinance.

Impact #1

PostFinance deployed Celonis Process Mining for account openings in various regions and locations, comparing results to identify best practices and set internal benchmarks.

Impact #2

The bank was able to save resources across regions and significantly accelerate processes.

Impact #3

More employees are being given access to Process Mining, facilitated by the flat hierarchies and culture at PostFinance.

Benefit #1	119.5 billion CHF turnover
Benefit #2	3,600 employees
Benefit #3	150,000 accounts opened annually

Benefit #1

119.5 billion CHF turnover

Benefit #2

3,600 employees

Benefit #3

150,000 accounts opened annually

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Overview

Redefining the Reality of Banking Processes

Operational Impact

Quantitative Benefit