Redefining the Reality of Banking Processes
公司规模
Large Corporate
地区
- Europe
国家
- Switzerland
产品
- Celonis Process Mining
技术栈
- Big Data Technology
- Enterprise Data Systems
- SAP-based Purchasing
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
- Digital Expertise
技术
- 分析与建模 - 大数据分析
- 分析与建模 - 预测分析
- 应用基础设施与中间件 - 数据交换与集成
适用行业
- 金融与保险
适用功能
- 商业运营
- 质量保证
用例
- 过程控制与优化
- 质量预测分析
- 数字孪生
服务
- 系统集成
- 软件设计与工程服务
- 培训
关于客户
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.
挑战
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.
解决方案
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.
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