GT Bank Case Study
Company Size
1,000+
Region
- Africa
- Europe
Country
- Ghana
- Kenya
- Nigeria
- Tanzania
- United Kingdom
Product
- ProcessMaker workflow platform
Tech Stack
- Swift Financial Messaging Service
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Process Control & Optimization
Services
- System Integration
About The Customer
Guaranty Trust Bank plc is an international bank with business outlays spanning Anglophone and Francophone West Africa, East Africa and Europe. The Bank presently has an asset base of over N3.287 trillion and employs over 10,000 professionals in Nigeria, Cote D’Ivoire, Gambia, Ghana, Liberia, Kenya, Rwanda, Uganda, Sierra Leone, Tanzania, and the United Kingdom. Established in 1990, the Bank’s consistent delivery of innovative financial solutions and exceptional customer experiences has enabled it to record year on year growth in clientele base and key financial indices since inception. Recognizing a need to meet growing customer demands, GTBank adopted ProcessMaker as an enterprise solution. The bank is prized for its dedication to their “Orange Rules,” or eight principles of excellence that drive forward the bank’s brand and customer experience strategy. As an institution that prioritizes innovation, professionalism, and results, GTBank recognized its need to adopt new technology that would better fulfill its mission.
The Challenge
Before the implementation of ProcessMaker, GTBank’s internal business processes operated on an outdated management suite. The previous vendor’s product architecture and point solutions weren’t delivering the level of customization nor scalability for customers that the bank needed. The rising cost of the previous system became harder to justify. GTBank needed a central processing department at corporate to handle tasks like demographic changes and maintenance. Originally, this was happening at individual branches. Departmental silos and communication lags became a negative effect that contributed to the inefficiencies in cross-collaboration. GTBank also wanted to use the system for foreign exchange transactions—or exchanges involving money moving in and out of the country. Specifically, it needed to integrate ProcessMaker with the Swift Financial Messaging Service. This service generated Telex messages to notify banks when money transfers have been completed. Those requests would then be received and approved in the ProcessMaker system before initiating the transfer.
The Solution
GTBank required a robust solution that was going to be able to streamline all of its branches and processes on one platform. The amount of complexity, customization, and power the possible solution required was enormous. Due to the ProcessMaker platform being intuitive, simple to use among nontechnical personnel, and comprehensive, GTBank was able to use ProcessMaker for all operational needs. Today, any business unit not involved in central processing or foreign transfers uses ProcessMaker for process automation. All operations are able to be automated, transferred, assigned, and completed on the ProcessMaker platform. By handling cases faster at greater volume, the bank remains consistent in delivering its promise to utmost excellence in banking solutions. Once GTBank started using ProcessMaker, the platform quickly became the most used application at the bank. The financial institution has 7,500 users working 20,000 cases through the system, completing over 4 million cases in six years—that’s more than 150,000 per month. ProcessMaker has redefined how GTBank operates, giving it the tools it needs to better serve its customers and expand its business.
Operational Impact
Quantitative Benefit
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