ING Bank Śląski

Paper too expensive…

Business processes carried out in geographically scattered units requiring work with paper documents are everyday life in banking sector. This problem concerned also ING Bank Śląski. The bank operates all over the country in hundreds of units. However, before system implementation paper documents of clients’ requests were processed by  regional Operation Centers. To provide acceptable level of service bank had to use a transportation services with a float of cars traveling long distances (measured in thousand kilometes) every day. 

Consequently, the bank came to the conclusion, that  paper circulation connected with traditional customer service  became too slow, time-consuming and mistake-generating – briefly too expensive. The natural course was  focusing on taking advantage of digitalized documents versions, which may be instantly delivered wherever needed thanks to computer system infrastructure.

Centrally means locally...

Economical analyses showed that central document processing would be cost-minimizing improving at the same  time efficient service delivery. Implementation of IWA System significantly facilitated customer service by e.g. lowering work load. An extra challenge was to create a scanning interface, as it has been decided that all documents would still be scanned locally. Scanning centralization would not guarantee such benefits of the implementation.   

Taking advantage of central documents archive provided cohesion, safety and better management. Whereas local  documents digitalizing solved the problem of fast access to documents’ images and reduces the time of customer service process.

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• Implementation DMS/BPM aplication for ING Bank Śląski