Post on 20-Aug-2015
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Banking TransformationBridging the People, Process and Content Divide
Banks today need systems beyond
core banking. For improving
productivity, centralization of back
offices is an imperative, where non-
customer facing activities can be
moved from branch to central back
office. This ensures that most of the
staff at branches is customer–facing
and performs value added services.
Using BPM & ECM, banks can build
centralized back offices and improve
overall customer experience.
In order to tap the benefits of
centralization, process automation is a
must. Digitization will help transform
manual and paper-based processes
across branches / head Offices into
electronic processes. This will
eliminate all error- prone and
redundant activities like manual
hand–offs, needless paper movement,
repetition of checks, reviews and more
system inputs than necessary. The key
processes which banks look forward to
automating will include Account
Opening, Loan Centralization and
Trade Finance.
Process automation leads to greater
visibility and transparency across the
organization. This can be achieved
through real time dashboards; thus
enabling the enterprise to gain insight
into the work-in-progress, user or
process performance and KPIs.
Through measurement and tracking,
BPM can help identify the gaps and
remove bottlenecks in the process
thus optimizing process performance.
Enhanced customer experience can be
achieved by ensuring communications
via customer preferred channels and
by enabling them to get access to the
bank via multiple channels like mail,
fax, sms, phone, web portal, etc.
Customer on-boarding experience can
be improved by leveraging alternative
channels of communication.
Another important benefit offered by
BPM/ECM, is the ability to meet
regulatory compliance and adhere to
the SOPs, thus enforcing consistency.
BPM enables large organizations to
outsource selectively, while
maintaining visibility into those
outsourced transactions.
Driving Transformation Through Process Automation
Driving Transformation through Process Automation
Centralized Back-Office
Digitization & ProcessAutomation
Visibility & Measurement
Enhanced Customer Experience
Compliance & Standardization
Outsource Selectively
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
Newgen's highly configurable, flexible
and scalable products along with its
domain experience in banking have led
to readymade point solutions being
offered to banks. These solutions are
working in numerous large scale Global
Banks and are available to clients as
soft template processes and off the
shelf products.
The below diagram clearly
encompasses the spectrum of
Newgen's solution for banking. The
following figure resembles an assembly
line which has multiple point solutions
provided by Newgen for functions like
Corporate and Commercial Banking,
Payment and Settlement, Lending
&Mortgage and Retail processes. At the
base of these processes are the solution
enablers provided by Newgen like
Business Process Management, Content
Management and Rules Management
etc. which are integrated with the
existing systems in a bank like Core
Banking System, CRM, and ERP etc.
As an assembly line of the processes, it
is possible to have a 360 degree view
with real time monitoring using
Newgen's Organizational Dashboard.
For interacting with the end customers,
request management solutions (for
Contact Centers) and customer
communication management solutions
are available in Newgen's kitty. All
these solutions for Banking ensure
almost 100% compliance to the
regulatory standards, streamlined
processes enabling high productivity
and reduced costs. Also, the customer
communications management solution
ensures standardization, customer
experience and revenue maximization.
Newgen Banking Solutions Universe
Organiza
tional D
ashboard
Organizational Dashboard
99% Compliance
Standardizing of Customer Exp.
REAL TIMEVISIBILITY
Lower TAT
Cross Selling
CRM for Contact Centers Customer Communication
CORPORATECOMMERCIAL
Letter of CreditIssuance
Commercial Loans
Bank Guarantee
Accounts Payable
Image Based Clearing(Inward/Outward)
PAYMENT & SETTLEMENT
Funds Transfer
Post Dated Cheques
Forex
...... ............
Automated ChequeHouse
LENDING & MORTGAGE
Loan Origination
Loan Servicing
Loan Underwriting
Collections & Dispute
Know Your Customer & Customer Due Diligence.
Account Maintenance
......
Term Deposit Service
Process Management Content Management Product Configurations User & Rights Management Rules Management
CRM ERP Internet Banking Legacy Systems
Core Banking
COMMON INFRASTRUCTURE
Banking Industry Framework
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
Centralized Loan ProcessingEnabling complete operational visibility & control
The loan applications are received at
remote branches by the customer
walking-in or by direct sales agents.
These documents are then scanned,
registered and minimal data entry is
done. Additional supporting
documents such as proof of identity,
proof of residence, etc. are also
received and are scanned against the
enrollment number of the original
application. The document images are
authorized by comparing them against
the original documents at the branch
itself.
These documents are then transmitted
to the central processing centre where
the authorization and approval
processing takes place. The data entry,
risk assessment and loan sanction is
done by the authorizer based on the
eligibility guidelines. The process can
be integrated with third party
verification agencies for customer
credit checks. If an exception is raised,
it is automatically sent to the branch
for resolution. The local database at
remote site is also updated with status
and transaction data for all live
transactions. On authorization,
appropriate action is taken and loan is
disbursed to the customer along with
Collateral Contract.
The client core application which
keeps information about customers
and their transactions can be updated
with the Loan Details.
Success Stories
Loan Origination
Loan Originating
Loan Underwriting
Loan Servicing
Early Warning System
Loan Takeover Mgmt
Image Enablement of LOS
Loans Statements Archival
Loans Statement consolidation
Collection & Disputes
Reconciliation Module
Customer Query Resolution
Ÿ Current Economic Environment
Ÿ Operational Efficiency
Ÿ Risk Management
Ÿ Protection from predatory
lending
Ÿ Turn Around Time Reduced by 50%
Ÿ Integration with core system
Ÿ Employee Productivity improved by 150%
Ÿ Operating Costs reduced by 30%
Ÿ Process was time consuming
Ÿ Systems running in silos
Ÿ Manual processing leading to low productivity
Ÿ High operating costs
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
Loan Process Implementation for a leading Bulgarian bank
ŸTime consuming processing of loan documents
ŸAPS the core banking system was running separately
ŸIntegration required for proper functioning
ŸContract approval and facility input
ŸInitial and Further DisbursementCredit Amendments
ŸFurther Administration, Repayment
ŸProblem Loans, Liquidation and Archiving processes
Challenges Processes Automated Benefits
• Integration with the core banking system
• Initiating work from the core banking system
• Contract generation
• Master management in APS and TMreference by OmniFlow
• Automation of 250 branches
• Implementation in Bulgarian to enable the local language support
Account opening process can be
initiated at the branch office where the
user will fill in the information related to
the account-opening request. The same
can be scanned and used for data entry
along with the other supporting
documents required for Know Your
Customer (KYC) details. At this stage
the signed CIF & additional documents
will be scanned and routed for
document verification to the central
processing centre.
In case of any discrepancies like missing
document, expired passport etc., the
Assessment Experts would raise an
exception on the basis of which the
transactions would be immediately
forwarded to the concerned user at the
branch office for resolution. Automatic
email triggers can be sent to the client
for submission of missing documents at
branch office. Post approval, the data
would be pushed to core banking for
Account Number generation. The user
would also be able to generate a
welcome kit which would be dispatched
to the customer.
Customer On-Boarding (Account Opening)
Process Modeler Dashboard
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENTSOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
Ÿ
worldwide
ŸAmbitious customer acquisition targets
ŸLong A/C opening cycle
ŸAnticipating outsourcing for keeping costs down
ŸTime-consuming exception handling
ŸTracking physical documents as per Central Bank guidelines
Bank first foray into retail banking ŸAccount Opening, Maintenance and Closure for Savings Account, Current Account & FD
ŸOutward Remittance
ŸStanding Instructions Execution
ŸTDS Process
Challenges Processes Automated Benefits
ŸOpens 1200 accounts/day through 10 branches
ŸTAT improved from 8 days to 3 days
ŸBetter monitoring of branch activities
ŸOutsourcing step allows automatic upload of bulk customer data
ŸMasking of signature and mobile nos. for the outsourcing vendor
ŸException handling TAT reduced by far
ŸOperational risk management via KYC
60% Reduction in Account Opening TAT for a Fortune 500 bank
Customer Experience Management
(CEM) is the collection of processes a
company uses to track, oversee and
organize every interaction between a
customer and the organization
throughout the customer lifecycle. The
goal of CEM is to optimize interactions
from the customer's perspective and, as
a result, foster customer loyalty.
Newgen offers banks a seamless and
automated Customer Experience
Management solution catering to
multiple processes like Customer Query
Resolution, Case Management and
Contact Center Processes etc.
The key business challenges in
managing customer experience are:-
ŸTo manage a consistent experience to
customers across various touch points
like Call Center, Front Desk, Helpdesk
etc.
ŸTo reduce erroneous hand-offs and
customer servicing procedures
ŸTo simplify and standardize implicit
policies and procedures buried in
multiple back-end systems
ŸDifferentiating customer concierge
services by customer type
ŸDependency on Vendors/ IT experts
for performing minor changes on
different systems leading to escalated
costs
Newgen's offering in Customer
Experience Management provides a
streamlined, consistent and effective
way of handling the day to day
transactions and interactions with
customers.
Customer Experience Management
Newgen Customer Experience Management Framework
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
Solution Highlights
ŸUnified application framework
ŸOnline closure of requests with unified customer
services interface
ŸBack office processing - workflow
ŸMulti-authorization facility (e.g. in credit line
increase)
ŸProcess modeling to ensure agile configurations of
business processes that can be defined and
modified by business
ŸTAT association & escalations
ŸComprehensive MIS & dashboard
ŸTotal visibility
Benefits
ŸReduction in requests abandonment
Ÿ30% improvement of productivity via straight through
processing
Ÿ20% increase in customer acquisition and retention
rates
ŸEnd to End tracking of requests
ŸCases of requests getting assigned to wrong back
office units eliminated
ŸBulk processing of requests leading to operational
efficiencies
ŸSMS/Email notification to customers
ŸAutomated Rule Based Escalation And Exceptions
Management
Customer Communication Management (CCM)
In today's competitive world customer is
the most important asset to an
organization and it is pertinent to retain
customers for sustainable growth.
Smart and effective customer
communication is the key to retaining
HR
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DesignTemplates
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Bank
CRM
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CUSTOMER COMMUNICATION MANAGEMENT SOLUTION
CUSTOMER COMMUNICATION MANAGEMENT SOLUTION
Customer
RegulatoryPartner
stnioP hcuoT deganaM
sepyT noitacinum
moC
Interactive
On Demand
Structured
existing customers and attracting new
ones. The communication is expected to
be highly personalized, One-On-One
and over the preferred delivery channel.
Newgen's CCM solution helps banks in
transitioning to new generation
customer communication while driving
the costs down. It has a proven track
record of implementations at leading
banks across the world.
Newgen’s Unified Customer Communication Management Framework based on BPM and ECM platforms.
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENTSOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
Consolidation of Statements
Ÿ Better customer experience by having a single view of the customer's statements across Savings A/C, Investment, Loans, Credit Cards etc.
Cost
ŸConsolidated output saves paper, printing & postage
ŸAvoid wasteful & unread inserts
ŸReduced manpower for the entire process
Electronic & Multichannel Delivery
ŸFailsafe and faster delivery of the correspondences through Email & Mobile
ŸTracking of bounced, undelivered, incorrect statements
ŸPersonalized messages over html body or attached pdf
Customer Centric Inline Advertisement
ŸUtilize prime paper space for Personalized Inline Advertisements
ŸRule-based profiling and segmenting of customers
Improved Presentation
ŸCommunicating in customer’s preferred language
ŸAdherence to corporate branding guidelines
ŸGraphical analytic representation for taking informed decision
Compliance
ŸRepository for statement archival and real time retrieval
ŸService duplicate statement request effectively
ŸWorkflows for multi-level approvals
ŸContent and design consistency
ŸAny-time audit
Benefits
Personalized Communication
Trade Finance Processes automated by Newgen
•
• Banker's Acceptance (BA)
• ECR Pre & Post Shipment (ECR)
• Local / Foreign Bills of Exchange Purchase /
Negotiated Under LC
• Onshore Foreign Currency Loan (OFCL)
• Documentary Collection (Both Inward /
Outward)
• Bank Guarantee (BG)
Trust Receipt (TR) • Letter of Credit (LC)
• LC Issuance
• LC Amendments
• LC Cancellation
• LC
Correspondence
• LC Closure
• Letter of Guarantee
(LG)
• LG Issuance
• LG Amendment
• LG Correspondence
• LG Closure
• LG Cancellation
Trade Finance Solutions
The move to Global sourcing in pursuit
of lower supply costs has generally
increased the working capital required,
introduced additional bottlenecks and
inefficiencies in the global supply chain.
As significant amount of world trade is
settled through Letters of Credit (LC), a
considerable amount of money is
locked up in the financial supply chain
due to inefficiencies in Trade Finance
Processes like Letter of Credit, Letter of
Guarantee etc. The paper-based
processing of these transactions is time
consuming and labor-intensive.
Newgen enables centralized processing
of Trade Finance processes. Managing
trade finance involves processing and
tracking of Letters of Credit and related
instruments at one central location for
the entire global operations.
It requires seamless process automation
which Newgen offers using its
comprehensive suite with strong
document management, imaging,
scanning, records management and
BPM capabilities.
Newgen's solution for trade finance
expedites trade transactions and
minimizes potential data entry errors
by offering rich functionality in an
automated environment. The
automation results in greater central
control over operations and efficient
tracking of instruments. The solution
brings overall benefits such as
shortened customer service times,
leaner branches with no dependency
on physical documents, anytime-
anywhere access of digitized
documents, faster and informed
decision making and automated
exception and resolution.
Moreover, with an agile BPM platform
and soft template based approach, the
solution can be implemented rapidly
for the customer with minimum time
to market.
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
Challenges Processes Automated Benefits
• Bank was running various applications and worried about upgrading the applications every time there was a change in the business process
• Bank wanted to achieve business agility by moving to a common platform for all the processes which could be changed easily
15 Trade Finance Processes were automated under the following processes
• Letter of Credit (LC)
• Export Settlement
• Letter of Guarantee Issuance & Amendment
• Shipping Guarantee Issuance
• Trust Receipt Settlement
ŸProviding business agility by enabling frequent process changes
ŸReduced Turn-Around-Time for LC/LG issuance
ŸAvailability of online images for verification
Ÿ Improved exception handling and tracking
ŸEnhanced compliance with complete accountability
Enabling Agility in Trade Finance for a leading bank in EMEA
Retail Banking
A/c Opening &Maintenance
Term DepositServices
CustomerServices
Customer RequestManagement
ATM StatementsProcessing
Locker/CustodialServices
PoS A/cManagement
Statements Archival
CRM ImageEnablement
StatementsConsolidation &Distribution
Corporate / Commercial
Cheque ClearingProcess
Remittance
PDC Operations
Interest/DividendWarrants
Inward & OutwardClearing
LC Issuance &Amendment
Cheque Archival
Cash ManagementServiceCheque Collection/Bulk Pay Orders
Capturing Documentsat the point of sale
Adhoc Contractsgeneration
Shipment Credit
Bank Guarantee
Commercial Loans
Term Lending
Applications
Credit Cards & Third Party
Credit Card Issuance
Credit Card Servicing
Chargeback
ATM Statements Processing
Bancassurance
Utility Bill Management
Reconciliation of Visa and Master
Payment & Settlement
Fund Transfer
SWIFT Virtualization
Forex Cheque Processing
Foreign Inward Remittances
Foreign Outward Remittances
100+ processes (e-Serve); pioneering work
20,000 checks in 4 hours; Loan Proc Request Mgmt System
55 processes across LOBs implemented in just 8 months
450 branches in 22 countries, 4 languages
Account Opening, Loan Disbursal – TAT reduced to 1 day
700+ branches automated in 2 years; 40,000 loans per month
30 min consumer loan approval in 4 countries
40% reduction in Account Opening Process TAT
Signature Management System, Inward Clearing Process
Ombudsman Process, Integration with Core Banking Finacle
Loan and Credit Card Processing with Score Check app
Loan Admin Process, Interface in Bulgarian, 250 branches
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
Business Process Management Suite
OmniFlow is a platform-independent, scalable Business Process
Management Suite (BPMS) that enables automation of organizational
business processes. OmniFlow is designed to ease the creation,
deployment, modification and management of Business Processes.
Built using open technologies, it has seamless integration abilities
allowing it to be introduced into any IT infrastructure.
™
OmniDocs is an Enterprise Content Management (ECM) Suite for
creating, capturing, managing, delivering and archiving large volumes
of documents and content. OmniDocs manages Scanned Document
Images, Electronic Documents and Emails as records. It also supports
seamless integration with other enterprise applications.
Enterprise Content Management Suite
™
OmniScan is a production and distribution software scanning for
document image capture. It supports distributed scanning, image
quality enhancement and delivery of documents to business systems.
Production and Distributed Scanning Suite
™OmniReports stores trillions of computer-generated output pages
and reports in a highly compressed form. It has a high-speed ingestion
process with simple interactive definitions, enables instant access to
terabytes of reports independent of business application, and is fully
searchable at field/row/page levels. OmniReports is ideal for sun-
setting of business applications as well as optimizing core system
performance by purging historical reports.
Enterprise Reports Management and Archival
™
Newgen's Omni Output Management System (O2MS) delivers
smarter & targeted communications for better customer
experiences. It offers the capability of leveraging prime paper space
for customer centric inline advertisement, consolidation across
multiple products. It enables secure communication on improved
templates with rich designs and graphical representation of analytics
across multiple distribution channels. In addition easy archival &
retrieval of correspondences for presentment & efficient customer
request resolution is achieved using this enterprise application.
Customer Communication Management
™
Newgen’s Invoice Processing System, with automatic data verification
and validation capability, is a solution for automatic data capture
from semi-structured invoice documents. It also supports seamless
integration with SAP and other ERP’s.
Invoice Processing System
™
OmniExtract is the data capturing solution which extracts business-
critical information from image documents and forms. It can extract
all possible kinds of information like Hand-printed/ Handwritten
Characters, Optical Marks, Barcode, Machine-printed Characters
and MICR Fonts.
Forms Processing Engine
™
Governance, Risk & Compliance
Compliance Manager is an integrated solution for Governance, Risk
and Compliance that’s geared to ensure compliance with standards,
best practices and guidelines of various regulatory acts.
™
Newgen’s ChequeFlow is an image based Cheque Processing
solution for inward and outward clearing. Advanced and highly
configurable sub-systems for Automatic Signature Verification,
FOREX Cheque Processing, PDC Management, ECS/ACH
mandates, add-ons for Cheque Deposit Machine/ Kiosks.
Image-Based Check Clearing & Payment
™
Our Products
Value for Money
2011 BPM Decision Matrix
2010 BPMS & 2011 ECM MQ
Reports
®
Proven for Large volumes
Flexible andCost Effective
2011, DOCCM Wave Report
What Analysts Say Investors
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
About Newgen
• Leading Global Provider of Business Process Management (BPM), Enterprise Content
Management (ECM) & Customer Communication Management (CCM)
• 900 installations across 50 countries
• Solutions for Banking, Insurance, Healthcare, BPO/SSCs, Telecom and Government
• Credited with some of the world's largest implementations
• Innovative culture, consistent R&D investments, 35 patents
• Employee strength 1100+
• Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3
“Marfin Laiki Bank is known for its innovating culture and focus on bottom line. The bank was always on the lookout for embarking on initiatives
like enterprise content management and business process management to introduce new ways of doing business improve operational efficiencies
and service levels. Newgen Software Technologies with vast experience in the finance and banking industries, has been the ideal partner for us in
realizing these initiatives, as it offered us a complete, comprehensive and mature set of tools and technologies that simply make things happen ...
The quantifiable increases in productivity speak for themselves"- Marfin Laiki Bank
“… Newgen has enabled us to centralize a large number of our processes, resulting in leaner and efficient branches. Branches have been able to
focus on sales, while the processing activities are moved to centralized back office. TAT has been significantly reduced, leading to better customer
experience."- Deutsche Bank
“Simple, Easy & Powerful"- Bank Muscat
Moments of Pride
Newgen Software Pte Ltd.
Singapore 068909 Email: asiapac@newgensoft.com
146 Robinson Road #03-00
Singapore