Rethinking Banking in the 21St Century
公司规模
Large Corporate
地区
- Europe
国家
- Russia
产品
- Celonis Process Mining
- Siebel CRM
- ProM
技术栈
- Process Mining
- CRM
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
- Cost Savings
技术
- 分析与建模 - 过程分析
- 功能应用 - 企业资源规划系统 (ERP)
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
- 预测性维护
服务
- 系统集成
- 培训
关于客户
VTB is the second-largest bank in Russia, with its roots tracing back to the Soviet era. The bank has a significant presence in the Russian financial market, with a turnover of 415 billion RUB and a workforce of 104,000 employees. VTB has been facing challenges due to changing customer expectations and historical inefficiencies in its processes. To address these issues, VTB established the Process Excellence Center in 2014, which reports directly to the board and aims to make the bank more customer-focused and process-oriented. The bank's commitment to improving its operations and customer service is evident in its adoption of advanced technologies and methodologies, such as process mining, to enhance transparency and efficiency.
挑战
Times have not been easy for Russian banks in the last years, during which customer expectations have changed and posed massive challenges to the core business of financial institutions. This is even more true for the second-largest Russian bank, VTB, which has its roots in the Soviet era and not only faces new market circumstances but also has to fight with historical legacies such as inefficient processes. The first step to move to a process-owned organization and become more customer-focused was the creation of the Process Excellence Center in 2014. The department is highly visible within the bank and reports directly to the board. While the goal was clear and supported by top management, the question of how to achieve process transparency and efficiency was not. It was the IT consulting company Ramax who introduced so-called process mining to VTB in September 2015.
解决方案
Ramax introduced process mining to VTB in September 2015, starting with the academic software ProM to visualize the bank’s digital footprints. After extensive market research, VTB decided to purchase Celonis Process Mining in September 2016. Ramax was given a three-year mandate to analyze core and support processes and drive the corporate transformation. The initial focus was on retail products sold in branches across the country, such as banking accounts, credit cards, deposits, loans, and insurances. Ramax extracted relevant data from Siebel CRM, created an event log, set up the data model, worked on dashboards containing process flows and KPIs, and trained VTB staff to use the software. Within three months, the project was executed from scoping to training and official handover. VTB could now follow all activities linked to a customer’s Application ID in the source system, improving transparency and efficiency in service delivery.
运营影响
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