ВТБ24 (Celonis Process Mining)

Implementation of Process Mining technology for the purpose of increase in efficiency of business processes of retail network of VTB 24 bank

Premises and calls of the project

In VTB 24 bank (public joint stock company) there is a program of search of new ways of increase in operational efficiency of processes of customer service for obtaining competitive advantages in the conditions of the highly competitive environment and decrease in cost value of banking services. The size of network of sales of bank and actively developing product line limited possibilities of the analysis of a situation to traditional methods. Application new, was required hitherto to anywhere not applied technology as traditional methods did not bring due effect.

Choice of technology

The Ramax International company suggested Bank to consider the possibility of use of the innovative technology of Process Mining providing continuous recovery of cards of real business processes on the basis of the data which are stored in enterprise information systems. The constructed process maps are used for calculation of the expanded analytics allowing to increase operational efficiency of the enterprise, profitability of its products or services.

The Process Mining technology for the first time began to be applied in a business activity a few years ago, but in the Russian market still was not used.

Specialists Ramax International in 3 weeks without preliminary manual creation of cards of business processes of Bank and holding an interview with technologists and end users implemented a prototype of the solution using which were the key fragment of process of issuance of credit is successfully recovered by cash. It convinced the Customer - Management of process performance of VTB 24 bank, - of working capacity and efficiency of technology, and the management of Bank made the decision on start of a pilot project on the selected segment of business processes.

Choice of the platform

Having conducted a research of the market of the solutions supporting Process Mining technology, the Bank came to a conclusion that the Celonis platform is the most functional, flexible and convenient, and the customer base and partnership with SAP confirmed reliability of vendor. At the same time the solution Celonis gave the maximum opportunities for work of analysts, being guided first of all by business users, but not by specially trained IT specialists.

Project Implementation

For the analysis business processes selling the most relevant for Bank and mass products – Cash loan and Credit cards were selected. The analysis was carried out on the volume of all requests processed in 2016. A single frontal system was data source based on CRM Siebel. From collected data the separate sequences of actions for processing of requests, including time spent by the staff of Retail network on each step of process were completely recovered. The last was extremely important achievement as allowed to separate time of active work with the request (the actual labor costs) and waiting time of the request in queue into processing. On analysis results the main directions of efforts for optimization were revealed, a number of tactical and strategic measures for process optimization is developed.

Economic project deliverables

As a result of project implementation the following indicators were reached:

• Performance improvement of processes for 6-8% due to performance improvement of employees.
• Reduction of losses of sales for 3.5% due to failure of inefficient technology of sales
• Reduction of labor costs for 8.5% due to optimization of extreme scenarios of processes

The reached economic effect of process optimization within a pilot project proved expediency of use of Process Mining technology. The management of Bank made the decision on step-by-step distribution of application of Process Mining based on Celonis on all key processes of Bank.

Feature of the project: real life application of the innovative technology in practice

For the first time in the Russian Federation the Ramax International company performed industrial implementation of use of the innovative technology of Process Mining for optimization of operating activities of one of the largest systemically important banks – VTB 24 (public joint stock company). The project was implemented in 5 months from the moment of the first address of the Customer concerning the project to the Contractor.

At the same time project deliverables showed unconditional efficiency of technology that is confirmed by plans of the Customer for expansion of its use in cooperation by the Contractor.