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Case Study

Going Papeprless. Unified Document Management System


Case Study

Going Papeprless. Unified Document Management System

Our Client

The client is the largest private bank in Eastern Europe. For 30 years, it has been holding leading positions in all segments of the banking business.


The client base is more than 1 million corporate clients and 22 million individuals. It develops according to the phygital model, combining digital innovations with an efficient network of physical stores.

Challenges
  • High amount of manual operations in disparate systems, which leads to additional errors, downtime, inefficient use of resources
  • Lack of a single information space for documents’ storage, high risks of losing legally significant documents and not meeting the conditions of regulators

  • Lots of paper work with clients, leading to high costs for scanning and archiving

  • Lack of transparency, measurement of actual metrics of business processes, tools for monitoring performance

Tha Client needed to develop a system that would fully automate the process of collecting and recording paper and electronic documents for key business processes.

Objectives
  • Optimize the time spent by employees of the front and back office on typical operations such as documents’ collections, scanning and accounting.
  • Reduce operational risks of not providing documents at the request of clients and the regulator by directing the released funds to more profitable areas of the bank's activities.
  • Reduce the cost of archiving and destroying paper copies of documents as part of the initiative to move to a paperless bank.
Key Features
  • Document processing by the front office
    Interactions with several front-end systems for mortgage and retail lending, integration with a single CRM were implemented. For those users who do not have their own front-end solutions, a convenient employee portal is provided. It allows for automatically generating a list of required documents for a specific transaction or operation and control the availability of required documents when sent to the back office.
  • Scanning
    The scanning module enables a connection to the right equipment in a convenient interface. Scan results after an anti-virus check are automatically sent to temporary storage. The scanning module is a general banking component and is used not only by systems integrated into the project, but also by several dozen other systems.
  • Signing the documents
    For documents that require certification by an employee, the possibility of imposing a simple electronic signature was implemented. The employee, using an electronic mark, confirms the correctness of the scanned image of the document, without the need to print and manually sign it.
  • Errors’ hadling
    If an back office employee finds errors in the received package of documents, he/she can generate a list of necessary corrections and send it to the front office employee. Errors are selected from a single agreed-upon classifier of error types, indicating the employee who made the error. Once it is coreected, the document is returned to the back office for processing. Based on the results of the work, the back- and front-office managers generate error reports and take appropriate measures to reduce repeated errors in the future.
  • Document processing by the back office
    After receiving physical copies of the documents, the back office employees check the documents with the data in the system: the correctness of the scans, the integrity of the whole package.
  • Documents search
    The system implements a search for documents by various criteria. In just a few clicks, you can find any document on a specific transaction with a specific borrower, whether it is an electronic document or a paper one, and determine its exact location.
  • Operational reports
    The system implements operational reports to control the total number of processed documents, the status of documents, and the output of back office employees. Also, it is possible to review separate reports on mistakes and repeated requests for information to the front office, as well as on documents sent for archival storage.
  • Reminders
    For the convenience of employees, the system reminds them to complete the work on scanning and sending documents if the scheduled work deadlines have expired. This allows a user to easily return to tasks that were not completed in previous days.

Results

1
The number of back office units is optimized, employee productivity is increased.
2
The document management process became more transparent and manageable, performance discipline was improved.
3
It was possible to decommission a number of outdated back-office document accounting systems that do not meet modern architecture and security standards.
4
The volume of paper document circulation with clients was reduced, further reduction of paper copies of documents is planned
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