Team’s experience and industry knowledge are impressive. Thanks to the understanding of the financial sector, Altkom Software is not only an excellent technological partner but also a business one.
Omnichannel Transformation and Full Automation of 30 Banking Processes for BNP Paribas
OUTCOMES
Results of partnership
70% faster
service delivery
Reduced average resolution time for customer enquiries through automation and improved information flow within the system.
30+ processes
moved online
Digitalisation of key sales processes enabled seamless deployment and more efficient management across digital channels.
67% fewer
errors
Significant improvement in data quality in account opening applications thanks to enhanced validation and simplified forms.
PROJECT
Genesis and business expectations
BNP Paribas aimed to enhance the effectiveness of its banking product sales, while driving cross-selling and up-selling strategies across digital channels.
The previous approach to launching new products was both time-consuming and costly, requiring coordination with multiple stakeholders and implementation within a fragmented, legacy-based IT environment. Moreover, data scattered across various systems made it difficult for employees to access a complete customer view — adversely impacting the quality of advisory services and the overall client experience.
PROJECT TIME
2019 – present
INDUSTRY
Banking
COUNTRY
Poland
SERVICES AND SOLUTIONS
TECHNOLOGIES
Camunda
Java
Apache Camel
Angular
Apache Kafka
Elasticsearch
The client
Who have we helped?
BNP Paribas Bank is a universal bank listed on the Warsaw Stock Exchange. It offers a wide range of savings and investment products, as well as various credit solutions for individual customers. For businesses, the bank provides corporate finance services tailored to both domestic and international markets. Its mission is to deliver innovative financial solutions that help clients improve their world.
REQUIREMENTS
Business challenges
In response to the need to boost digital acquisition and enhance service quality, the bank identified three key project challenges:
- Enabling fully online sales of banking products, eliminating the need for paper-based forms;
- Ensuring system scalability and IT readiness to handle periods of increased demand;
- Reducing time-to-market for new products in a fast-changing environment, particularly in light of the COVID-19 pandemic.
ACTIONS
Project execution process
Features implemented based on the bank’s priorities and business needs, following Agile methodology (SCRUM).
SOLUTION
Scope and delivery model
The implementation of a proprietary Digital Banking Platform – built on the Camunda engine – established a central hub for managing the rollout of products and sales processes across both online and mobile channels. The solution incorporated key integrations with legacy systems, enabling end-to-end process orchestration while requiring minimal changes to the existing IT architecture.
As a result of this digital transformation, two strategic areas of the bank’s operations were addressed: product sales to existing customers via online banking, and onboarding processes for new clients. Both areas were fully automated, significantly streamlining and accelerating the management of retail product offerings.
The Digital Banking Platform also delivered full control over process execution – from real-time operational monitoring to the generation of analytical data used for management reporting. In total, over 30 fully automated processes were implemented, eliminating the need for manual intervention and enhancing communication with clients across digital channels.
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