简化金融服务流程：Sparebanken Vest 案例研究
技术
- 分析与建模 - 过程分析
- 分析与建模 - 机器人过程自动化 (RPA)
适用行业
- 建筑物
- 金融与保险
用例
- 人员跟踪与监控
- 时间敏感网络
关于客户
Sparebanken Vest 是一家金融服务提供商，自 1832 年以来一直为私人和企业客户提供服务。该公司在挪威西部设有 54 家分行，拥有 800 名员工。尽管该公司历史悠久、影响范围广泛，但其各个分支机构的流程各不相同，导致员工效率低下和混乱。前台和后台职能之间缺乏分离也意味着前台员工必须执行行政任务，从而将这些任务从客户手中夺走。该公司需要一种能够简化和标准化流程、提高运营效率并增强客户服务的解决方案。
挑战
Sparebanken Vest 是一家金融服务提供商，在挪威西部拥有 54 家分支机构，拥有 800 名员工，正在应对一项重大挑战。该公司正在处理各个分支机构的不同流程，一位团队负责人指出，“做同一件事有大约 60 种不同的方法”。缺乏标准化导致效率低下和混乱，特别是对于新员工而言。此外，银行内部的前台和后台职能没有分离。结果，分行的前台工作人员不得不执行一些行政任务，这些任务占用了客户的时间。该公司还面临 Microsoft InfoPath 表单的限制，他们最初将其用作流程自动化解决方案的一部分。然而，该公司拥有不适合 InfoPath 功能的复杂架构。
解决方案
Sparebanken Vest 求助于 Nintex K2 Five 来简化和标准化其分支机构的流程。该银行对多种流程自动化解决方案进行了竞争性评估，并因其与 Microsoft 解决方案的简单集成而选择了 Nintex K2 Five。已开发了 50 多个 Nintex K2 Five 解决方案，涵盖从抵押贷款和信用卡申请到地址变更请求的所有内容。该银行还决定建立一个集中的后台团队，并实施标准化、自动化的流程，以提高运营效率和客户服务。自动化流程的引入有助于减少员工，从而节省成本。所有流程都是自动化和标准化的，这对于新员工来说更加简单。该公司还用 SmartForms 取代了 Microsoft InfoPath 表单，SmartForms 更能处理复杂性并允许创建和重用模板。
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