Creval Sistemi e Servizi: Using process automation solutions from IBM to accelerate customer service improvements
Customer Company Size
Large Corporate
Region
- Europe
Country
- Italy
Product
- IBM Integration Bus
- IBM Business Process Manager
- IBM Operational Decision Manager
- IBM Bluemix
Tech Stack
- Enterprise Service Bus (ESB)
- Process Automation
- Cloud Computing
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Cost Savings
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Infrastructure as a Service (IaaS) - Cloud Computing
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Process Control & Optimization
- Remote Asset Management
- Demand Planning & Forecasting
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
Creval Sistemi e Servizi is an information and communication technology services provider based in Sondrio, Italy. The company serves the banks of its parent company, Credito Valtellinese Group. The group consists of several specialized companies and three commercial banks serving 11 of the 20 regions of Italy through a network of 526 branches. Like many organizations, Creval Sistemi e Servizi is coping with the ongoing digital transformation in the world of business. The company's principal challenge is to adapt to this fast-changing world and become a change agent. The company's business requirements are changing faster than ever before, and it relies on a core banking application that is time-consuming and costly to change.
The Challenge
Creval Sistemi e Servizi, a provider of information and communication technology services to the banks of its parent company Credito Valtellinese Group, was facing the challenge of adapting to the rapidly changing digital transformation in the world of business. The company's core banking application was time-consuming and costly to change, which was slowing down its response to changing business requirements. The company sought to decouple its slower core banking applications from its rapidly changing requirements for speed and innovation. As part of this initiative, Creval Sistemi e Servizi wanted to automate its processes to accelerate and improve customer service. It also sought to empower its knowledge workers to be able to create processes by themselves, without IT involvement.
The Solution
Creval Sistemi e Servizi created an enterprise service bus (ESB) using IBM Integration Bus software to decouple front-end systems from existing back-end systems. This allowed the company to speed up its response to changing business requirements. The company then used IBM Business Process Manager and IBM Operational Decision Manager software to automate its processes. The organization determined that there are approximately 2,000 processes used in a typical bank and that processes with intensive human intervention can take up more than 60 percent of employees’ time. The Business Process Manager platform helps Creval Sistemi e Servizi make its business users as autonomous as possible in designing and delivering processes. The Business Process Manager software integrates with the Operational Decision Manager rules engine. The organization is also exploring using the cloud to accelerate simple projects supporting its business.
Operational Impact
Quantitative Benefit
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