ANZ Bank adds speed to growth with the Nintex Suite

How we helped support business growth with enhanced efficiencies

As the fastest-growing bank in Indonesia, ANZ knew its rapidly increasing transaction volume would eventually overwhelm its existing business processes and workflow. The number of emails, calls and paper forms that employees managed was preventing faster customer service, and making governance difficult. Governance (being able to see who sent, received, approved or stored a document and when) had become integral to effectively monitor compliance and process issues. The bank wanted to implement a tool that would work across business units to enhance operational efficiencies and scale easily to support business growth. The solution was Nintex.

The bank considered various solutions for streamlining its loan application process, from customizing SharePoint 2010 workflows to commissioning a custom-coded system. ANZ decided that these options were likely to take too long and require too much work and maintenance, and decided the best strategy was to automate its loan application workflows. The bank chose IT partner Ebiz and Nintex Workflow for the solution.

Company

ANZ Bank

Website

Industry

Finance

Country

Indonesia

Who they are

ANZ is an Indonesian bank that offers a full range of products and services—including credit cards, personal loans, mortgages and wealth management—for corporate and individual customers in the infrastructure and agriculture industries.

What they needed

To handle its growing volume of transactions, ANZ Bank wanted to replace its manual processes for retail and institutional operations with a scalable, standardized solution that provided workflow transparency, electronic collaboration, and document storage.

How they did it

ANZ Bank chose Nintex partner, Ebiz Cipta Solusi, to automate authentication, approval, and compliance processes based on existing Microsoft SharePoint 2010 and SQL Server 2008 installations—with the addition of Nintex Workflow and Nintex Forms.

Automation streamlines operations—while reducing risk

Like most banks in Indonesia, ANZ manually handled document submission and verification. With loan and ATM applications, for example, customers filled out paper forms and sent collateral documents and other background information to bank branches by mail or courier. To submit loan documents for verification, branch officers traveled to the bank’s headquarters, or used postal mail, email and phone calls. They also scanned documents, saved them as .pdf files, and then either emailed or saved them to Microsoft SharePoint 2010 folders.

Due to the many methods of document submission and sheer volume of data, process documents might be lost or transactions overlooked. If branch officers missed an expired date on customers’ certificates and registration papers, the bank’s headquarters had to request and approve updated documents, which slowed approval and compliance. Missing or inaccurate data generated more phone calls and email between the branches and headquarters. Considering that the loan approval process alone has up to five layers of approval, streamlining collaboration and workflow with transparent governance was a top priority.

Verification is also an essential part of regulatory compliance. ANZ must adhere to financial regulations, including the Foreign Accounts Compliance Act. This act requires that all banks outside the United States provide key information about U.S. clients, including citizenship validation, to the Internal Revenue Service. ANZ wanted to streamline this complex process.

Transaction and approval errors have decreased with Nintex—but the main benefit is scalability. Thanks to Nintex…our retail customers can usually open an account in less than a day.

/ Frederick Nathaneal, Head of business process and operations management, ANZ Bank /

Scalable. Future-proof. And for everyone.

The bank’s Nintex solution boosts productivity by 10% to 15%, with fewer people in institutional and banking operations needed to verify the same number of loan application documents. Automating the loan application process was such a success that the bank decided to look at other manual processes it could automate with Nintex Workflow.

As of late 2014, ANZ Bank has implemented the Nintex solution at all its branches in Indonesia, to streamline retail, institutional and branch operations. It also plans to automate procurement processes.

Ways the bank uses this new workflow solution include:

  • Account services transactions for retail and institutional operations
  • Liabilities and wealth transactions and mortgage loan transactions
  • ATM support and Know Your Customer (KYC) verification program
  • Customer collateral documents and customer requests

Finding success

30%

more loan applications processed per month

15%

increase in employee productivity

70%

overall improvement (sample number)

Ready to make the leap?

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