United Bank of Africa Implements ProcessMaker for Improved Efficiency and Customer Service
Company Size
1,000+
Region
- Africa
Country
- Nigeria
Product
- ProcessMaker
Tech Stack
- BPM solution
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Waste Reduction
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Process Control & Optimization
- Regulatory Compliance Monitoring
Services
- System Integration
About The Customer
United Bank of Africa (UBA) Plc is a leading pan-African financial services institution with a global footprint. They have a clear purpose to be a role model for African businesses by creating superior value for all their stakeholders. UBA has more than 65 years of providing uninterrupted banking operations, dating back to 1948 when the British and French Bank Limited (BFB) commenced business in Nigeria. BFB was a subsidiary of Banque Nationale de Crédit (BNCI), Paris, which transformed its London branch into a separate subsidiary called the British and French Bank. The bank took over the assets and liabilities of BFB and was incorporated as a limited liability company on 23rd February 1961 under the Compliance Ordinance (Cap 37) 1922.
The Challenge
United Bank of Africa (UBA) was previously using a vendor-provided workflow solution that had limited functionality and did not meet the needs of the ever-changing business in providing value and service to its customers. The old software made it difficult to measure business-critical KPIs such as request turnaround times. The automation of complex manual processes was time-consuming and achieving full autonomous automation was arduous. Changes or updates to current practices meant making difficult adjustments to the old system. All of these factors proved inefficient in cost.
The Solution
UBA Plc replaced their old workflow solution with ProcessMaker, a dynamic, user-friendly interface with a powerful process engine that was easy to understand and implement. ProcessMaker was integrated as a Business Process Management (BPM) solution, allowing each client request to be created and tracked from start to finish. This full automation via case management made the tracking of customer applications simple, thereby shortening the lifecycle of the application. The electronic system with email integration made for easy access and deployment of services to any of the business offices.
Operational Impact
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