SberFactoring has accelerated the process of onboarding new customers with Proceset by a third

2023: Digitization and optimization of onboarding process analysis

SberFactoring, part of the Sber ecosystem, together with Infomaximum implemented a project to digitize and optimize the analysis of the process of onboarding new customers to factoring. This was announced on April 18, 2023 by Infomaximum.

As a result of the implementation, it was possible to find the potential to speed up the process by a third, identify the most labor-intensive stages of processing applications with the greatest violation of scheduled deadlines and calculate time reserves.

For a factoring company, improving service speed has several advantages, the main of which are:

• strengthening the competitive position. Customers choosing a company to receive factoring services may prefer the one that offers the fastest and most efficient process;
• increased turnover. The faster the factoring company conducts onboarding of customers, the more transactions it will be able to conclude in a specific period of time and, therefore, the more profits it will receive.

The main tasks of the project in SberFactoring were the digitization and analysis of the process of processing factoring applications, as well as the analysis of labor costs for all operations within the process. To solve them, the system of the active business analysts Proceset Russian developer Infomaximum was chosen, and the Process Mining modules and Task Mining were used as the main tools.

It is very important for us that customers quickly receive funding for their factoring applications, therefore, as the first direction of optimization, they chose the processes of working with new clients - the so-called onboarding, - said Andrey Glushak, Director of the IT Department of Sberbank Factoring. - Task Mining tools were deployed at the workplaces of the employees of the departments involved in this process. The main information system, where customer factoring requests are processed, was also used as a data source. Such a bundle made it possible to more accurately understand how much time the performer spends on a specific application, what additional software tools he uses (email, office applications, etc.). We identified the stages of processing applications with the largest number of violations of the scheduled deadlines, and also calculated the time reserve between the moment the application was received and the completion of work on it. In addition, a number of recommendations were made to optimize the process, for example, to change the principles of automatic distribution of tasks between performers and the schedule of employees.

The implemented changes resulted in a 36.3% reduction in process execution time. The project was recognized as successful, and as part of further development in 2022, the full-fledged industrial implementation of Proceset in all specialized areas of SberFactoring was completed.

During the project, interesting results were obtained in terms of the time and sequence of actions actually performed by employees as part of the processing of applications, - said Andrei Glushak. - For example, the simultaneous departure of most employees of one unit for a lunch break provoked a cluster of applications, their emergency processing and, as a result, a delay in working with requests received later. The solution was a "floating" schedule of breaks and the ability to continuously process incoming applications. We identified a number of areas to improve operational efficiency and optimize the number of required business process steps depending on the type of transaction. It was especially valuable that some improvements were implemented literally within a few days and immediately see the results of this work.