Rosselkhozbank and Infomaximum analyzed the consumer lending process

2023: Analysis of the consumer lending process using Process Mining and Task Mining technologies

and Rosselkhozbank Infomaximum completed project a process analysis pilot consumer lending using technology Process Mining and Task Mining. The focus of the companies was to ensure automated collection data of process execution; detection and fixation of bottlenecks and deviations, as well as determination of points of further optimization. This was announced on June 2, 2023 by Infomaximum.

According to Artyom Hwan, Deputy Head of the Department of Organizational Development and Process Management of the Department of Corporate Development of Rosselkhozbank, the consumer lending process was chosen for the pilot, since it is one of the most massive processes affecting the financial condition of the bank, and therefore one of the most interesting and promising for digitization and research.

The functional modules of the active business intelligence system Proceset - Process Mining and Task Mining were used as a software solution:

Process Mining restores the actual execution of the end-to-end business process and, based on "digital traces," forms a graph from internal corporate systems - its visual model with all the nuances and deviations; Task Mining - monitoring the business actions of employees at their computers (filling in fields, switching between tabs, clicking on buttons, etc.)

Proceset allows you to see a complete picture of the execution of processes and operations, and they can be optimized at a completely different level.

We studied more than 200 thousand loan applications for 7 months and determined metrics for evaluating the process: process execution time, application processing speed, etc., - said Alexander Bochkin, CEO of Infomaximum. - Our system recorded the moment of time and the number of the credit application, which made it possible to unambiguously compare the "digital traces" and the activity log. It was possible to restore all scenarios of the actual execution of the process, find out at which specific stages the client did not reach the issuance of a loan, and calculate the time reserve - the time for which it is possible to potentially reduce the duration of changes to the loan application.

It was established that the more modifications in the application, the higher the percentage of failures (not at the initial stages). The number of failures is also affected by the duration of rework. Clients are not ready to constantly visit the branch, provide missing documents/information several times or wait a long time to process the application, it is easier for them to contact another bank. In addition, a fairly high percentage of customer refusals from pre-approved applications or before direct issuance, when all preparatory steps have been taken by the bank.

Thanks to Proceset, we managed to build an end-to-end process for consumer lending with all its nuances and details, "said Artyom Hwang," to get metrics on it, including "clean" time for a number of operations, and also find out that the longer the processing time, the higher the percentage of loan waivers. In addition, an analysis of branches was carried out, branches with the highest and lowest percentage of failures were identified, and the bank's lost profit was calculated.

Thanks to the well-coordinated work of the cross-platform teams of Rosselkhozbank and Infomaximum, it was possible to solve all the set goals and achieve impressive results, - said Alexander Bochkin.