As the oldest bank of Azerbaijan automated business processes using ELMA

Prerequisites

The capital Bank is a legal successor of Sberbank, Agrarian and industrial bank and Industrial Investment bank and has the largest branch network in Azerbaijan. More than 2 million individuals and more than 22 thousand legal entities in all territory of the republic use services of bank.

The capital the Bank automated business processes using the ELMA BPM system

For ensuring functioning of the main business processes of Capital Bank used a large number of IT solutions with the unique interfaces. It complicated training and initiation of new employees, led to errors of a human factor. At the same time the management of bank set as the purpose development of business processes.^[1]

Solution

In bank the big project on process optimization in branches in cooperation with the international consulting company McKinsey&Company was started. Considering a wide branch network of bank, personnel training to new schemes of work in all IT systems would occupy just enormous amount of time.

We began to look for an exit how to break this barrier and not to refuse the project of business process optimization. At some point understood that a BPM system can become the solution of this task. We began with market monitoring, went to several largest Banks of Russia from within to learn about their experience, studied reviews and responses about results of implementation of the different systems. We did not suit boxed solutions and rather wide functionality therefore the final list of systems was small was required. At the second stage we invited vendors in the office in Baku for thorough investigation of solutions and as a result stopped on Business Process Management Suite of ELMA. In general selection process of BPMS took about 4 months, - the vice chairman of the board Capital Banka Farid Guseynov told.

Project Progress

Having decided on a system, the bank selected 2 months for pilot implementation. Processes of a design of plastic cards were at first automated. Having received fast results the decision to expand a task was made. Issue of bank cards was followed by processes sash-in and cash-out, credit processes and others.

All project took 5 months. As a result the ELMA system closed a task of automation of all front-end of office of bank.

The ELMA command worked at our office – colleagues just moved to time to Baku from Izhevsk where there is the main office ELMA. The second part of an implementation team worked on the project from the Izhevsk office. We also actively connected to the project of the employees. Business analysts carried out so-called mapping of processes, their primary plotting. Further the ELMA command brought processes to a logical conclusion and transferred to group of our testers. Such harmonious work of specialists the Capital of Bank and a command of vendor allowed to implement the project as soon as possible, - the head of the process office Capital of Bank Fuad Guseynov noted.

Project Results

Upon project completion of implementation 7 circuits of work of bank were automated:

• Work with the credits
• Deposit processes
• Work with plastic cards
• Non-cash transactions
• Cash transactions
• Work with accounts
• Service processes

In total it is more than 90 business processes. Interfaces of users were developed for all processes, the structure of integration of BPMS c by IT systems of bank, necessary for functioning of business processes, and it more than 40 web services is worked out. The single window of access to all external services of bank was created.

During the project the automated jobs (APM) were developed for all roles participating in customer service of bank: operator, credit expert, cashier, accountant and employee of treasury.

90 Capital of Bank branches are connected to the ELMA system, and these are about 1300 users. In a month about 1 million copies of business processes are executed.

We simplified work of employees using BPMS and minimized risks of errors. It promotes maintenance of the high level of service which Capital Bank provides to clients, provides its competitive advantage, so gives also economic effect. Besides, in parallel with implementation we conducted and we continue to conduct work on business process optimization Capital Bank according to methodology of ELMA. And this work yields the fruits too, - Farid Guseynov said.

Development plans

The capital the Bank is going to continue continuous improvement of the implemented and automated processes. In financial institution the competence center on business process modeling actively develops. Besides, using ELMA BPM it is going to automate client processes (a circuit of CRM), debt collection processes and also a circuit of operational efficiency of bank (complex KPI).

Notes