Design, development and deployment of digital, omnichannel processes for the retail clients of BNP Paribas Polska SA
What was the goal of the project?
The BNP Paribas bank wanted to enhance its sales, cross-selling and upselling potential in online channels. Its product delivery was costly and time-consuming; many parties had to be involved in process definition and solution deployment in several legacy systems. Because information was distributed across many systems, the bank also struggled to provide reliable advice to its clients.
Since 2019. Project in maintenance and development phase.
- Automation workflow
Who did we help?
BNP Paribas is a universal bank, listed on the Warsaw Stock Exchange. The bank offers saving and investment products, as well as a wide range of loans for individual clients. It delivers a variety of business finance solutions to enterprises active in domestic and international markets.
The mission of BNP Paribas is to provide its clients with innovative financial solutions that help change their world for the better.
What were the biggest challenges of the project?
The bank wanted to improve its digital channel client acquisition and enhance its overall customer service. To do so, it defined 3 critical project goals:
- The development of online banking product sales without traditional paper-based forms;
- The preparation of its digital IT systems for sales peaks;
- Quick product development during the Covid-19 pandemic.
How did we address the challenge?
The implementation of our original platform, Digital Product Centre (based on Camunda BPM) helped create a shared centre of control over the deployment and delivery of sales processes to online and mobile platforms. The Digital Product Centre covered critical legacy systems and all the necessary integrations, orchestrated e2e processes and minimised the need to change the existing system architecture. Following its deployment, the processes of offering new services to current clients through the online banking platform (sales processes) and offering new products to new products (onboarding processes) were fully digitised and automated. This allowed product portfolio modelling and management for individual clients to be streamlined.
In addition, the bank was now able to manage and monitor its business processes, which provided valuable data and reports for management purposes. As a result, thirty processes were fully automated and no longer need to be managed manually, which significantly improved the speed of online communication with current and new clients.
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What did our cooperation look like?
All the functionalities were developed in accordance with the bank’s needs and priorities in the Agile methodology (SCRUM).
The project was carried out in accordance with the road map in annual cycles, with releases approx. every 2 months.
We worked according to a pre-defined plan: planning, refinement, meeting, review, retrospective.
DPC platform development
New functionalities were introduced by Altkom Software in step with its product development.
What did we achieve?
less average time needed to solve a problem reported by a client.
fewer errors in bank account opening request forms.
What technologies did we use?
Camunda BPM v7.X
Digital Product Center
Apache Camel v3
AngularJS i Angular v9
CIO BNP Paribas Group
We have increased efficiency by introducing a fully automatic process that does not require human intervention. The new process is environmentally friendly and speeds up communication with our customers.
We can achieve similar results