The project of process automation of support of partner banks Uralsib on BPMonline Service Desk

The URALSIB bank together with Terrasoft was announced in the summer of 2014 project completion on process automation of support of partner banks using best practices and the recommendations of ITSM based on the bpm'online service desk software product.

Project objective — to create the convenient and modern tool for quality improvement of service of banks of a partner network URALSIB.

Within the project the following solutions were created:

• the electronic system of remote access to services is constructed – the formalized directory of services allows the representative of partner bank to issue the request for service and to obtain the comprehensive information about terms of its providing and the service level (terms of the contract within which it is provided);
• the uniform point of entry on all questions of partner banks is configured – the implemented software solution gives the chance to partner banks to initiate any process (for example, to issue the request for service, the new agreement or the additional agreement) and to trace the history of activities on it in the single interface that levels risk of loss of information;
• business processes are automated – accurate business process of its providing is developed for each service within the directory of services that allows to minimize influence of a human factor and reduces risks that the request will be expired;
• procedures of news and incidental informing are provided – the system of automatic informing partner banks on news, events, and the status of interaction is customized: information on connection to processing centers, statuses of Ministry of Railways, current rates;
• document flow is automated – the uniform reference book of storage of relevant agreements and additional agreements between partner banks and URALSIB is created.