- Business Process Automation
- IT Process Automation
- Data Center Automation
An international bank located in Amsterdam, The Netherlands, has completed the conversion of customer account information by using Opalis automation technology. Connaxx delivered the Opalis based solution that completed the conversion faster and at lower cost than competing proposals from global consulting organizations. With this conversion, the bank will be able to offer an improved set of service capabilities to its customers, while delivering those services at a lower cost.
The challenge for this large international Dutch financial institute was that it had to merge two client systems after acquiring another Dutch bank in the past. The merged bank has been running separate IT systems and separate call centers supporting separate account databases of information for the two banks. The Dutch bank then took a decision to completely merge their systems to provide a single set of customer record information. It solicited bids to perform the account information exchange and received multiple proposals from global consultants. Each of them called for several hundred people to manually translate the record information over a four month period of time. In addition to the cost of the consultants, the bank would be required to lease space to house the staff and provide equipment for the duration of the project. Connaxx offered a compelling alternative. The bank chose its proposal to automate the records conversion using Opalis automation software and a small team of people to handle the process definition, management and records exceptions.
In test trials, the bank found that human manual record conversion was slow and produced error rates of up to 32%. Using Opalis and building an environment to do massive parallel processing, the Opalis solution was able to scale up to the performance limit of the mainframe systems, delivering nearly 3.5 million automation tasks daily while producing an record conversion error rate of less than 1%. The records transition process began in April and completed May 16th on schedule with all records converted per plan. Customer inconvenience was minimal and customer brand loyalty to the bank has remained high.
“We simply could not have delivered these results to the business without Opalis automation software and Connnaxx' expertise. Beyond the technology, we found Opalis to be a strong partner, supporting us at critical junctures with 24x7 on-site presence when we needed it. Ultimately, we felt that we had only the option of success with Opalis and our Board supported us to move ahead with the project” said the Director IT Operations for commercial banking services.
“I envision a bank of the future that will provide full transparency of services with the ability for customers to see at any point in time what the status is of their service request and when they can expect completion of the request. Automation will play a key role in providing this level of service” continued the bank's Director of IT.
In short, Connaxx' team of experts realized the following project results:
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