Redefining the Reality of Banking Processes
Company Size
1,000+
Region
- Europe
Country
- Switzerland
Product
- Celonis Process Mining
Tech Stack
- Big Data Technology
- Enterprise Data Systems
- SAP-based Purchasing
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Analytics & Modeling - Big Data Analytics
- Analytics & Modeling - Predictive Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
- Quality Assurance
Use Cases
- Digital Twin
- Predictive Quality Analytics
- Process Control & Optimization
Services
- Software Design & Engineering Services
- System Integration
- Training
About The Customer
PostFinance is a subsidiary of Swiss Post and one of the five largest financial institutions in Switzerland. It serves 2.7 million private customers and 300,000 business customers, processing over 50% of payments in the country. As a licensed bank, PostFinance offers a full range of financial services, including pension and savings options, investment opportunities, and loans or lines of credit. The bank has a strong focus on customer satisfaction and aims to create new incentives for existing customers while attracting new ones. PostFinance's ultimate goal is to become a 'digital power house' where banking is made as easy and fast as possible for its customers.
The Challenge
PostFinance, one of the largest financial institutions in Switzerland, faced the challenge of optimizing its internal processes to enhance customer satisfaction. With 2.7 million private customers and 300,000 business customers, PostFinance processes over 50% of payments in Switzerland. The bank aimed to create a 'digital power house' to make banking as easy and fast as possible for its customers. This required smooth service processes and minimal wait times for customers. The bank needed to analyze and optimize its processes, particularly account openings, to achieve these goals.
The Solution
PostFinance partnered with Celonis Process Mining to analyze and optimize its business processes. Celonis Process Mining uses big data technology to track actual processes, not just for account openings but also for SAP-based purchasing. The software merges data traces left by digital processes, reconstructing them end-to-end and modeling how they actually work. This allows PostFinance to identify points in the process where there are delays, extra demands on time and labor, and potential solutions to these issues. During the proof of concept, PostFinance quickly gained important insights and translated them into concrete measures, confirming that Celonis Process Mining was the right solution.
Operational Impact
Quantitative Benefit
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