A digital transformation in an organisation starts with integrating business processes affecting all of the areas of an institution’s or a firm’s activity. Such is also the message from the BPM (Business Process Management) platform which has already been implemented both at some banks and firms. The question is, how you harness it to digitalize an organisation.

Competitive Advantage

A model strategy of enterprise digitalization assumes combining “everything with everything” with the use of a platform exchanging information among the systems it is connected to. It enables easy adaptation of business processes and models to the changing business goals in organisations and to client behaviour. An on-line access to valid information aggregating data from various sources enables working effectively and gives a competitive advantage. Proper management of data being the bank’s key resource is decisive in whether digitalization will be successful or not. It requires some adequate infrastructure both to collect data, as well as to analyse them in near-real time.

BPM’s Leading Role

Typically, digitalization in an organisation starts with the implementation of a BPM class platform. Its task is to support, develop and correct internal processes. The BPM solution ensures standardisation of work by implementing procedures in the form of electronic business processes. It replaces paper documents and their circulation with a digital recording system. It ensures correctness and synergy of data coming from various areas of the bank’s activity. It also enables monitoring work effectiveness and quality. The BPM platform is the key tool for building processes supporting actions throughout the operating area across the organisation. Along with an electronic document repository, the system also supports document management. Automation of business rules along with the support from the decision engine enable implementing even very complex algorithms for data processing and process running in the BPM system. An example of such automation is monitoring the process of issuing a credit card and attempting to resume the process at the bank’s initiative if interrupted by the client. Machine learning elements are also growing ever more popular in process implementation.

Digitalization in Banking

Handling a credit request or a complaint process will be more effective and efficient if based on the BPM platform. It will also be more effective to reach the client with a personalised offering based on the information we have about the client. A BPM platform, such as the Ferryt system by DomData, enables comprehensive management of product and service offerings – from the process of their preparation to reaching the recipient through the right communication channel. The subsequent steps in client servicing are made in various channels while maintaining process cohesion. An integrated and multi-channelled client servicing increases the effectiveness of the sales process. The BPM platform also optimizes after-sales processes. It can be used to handle the processes of monitoring changes and risks in agreements, automation of collection processes, attachment in enforcement, administrative issues and other back-office operations.

Robots on BPM Platforms

RPA (Robotic Process Automation) tools may support the already implemented processes running on the BPM platform. They serve to robotise process automation. RPA is working on the (GUI) user interface level of the existing systems and software, such as BPM, CRM, ERP, mail client, etc. The application of RPA lessens the need to involve numerous departments in sometimes complex and time consuming integration processes. RPA tools normally require minimum integration with the existing IT configuration. Organisations which decide to implement robots (bots, for short) aim to eliminate the strenuous tasks. Bots take over the monotonous part in the processes. Robots working in the area of user interface, including those embedded in the processes implemented on the BPM platform, may, for example, replace an operator in reading and entering data. Robots take over specific tasks not requiring to reconfigure the entire process. They eliminate downtimes related to transferring and queuing tasks. They also reduce the number of mistakes. You can also use them to prepare data for periodic reporting or to transfer data between applications.

Development Factors

The analysis of the current technology and management engineering expansion shows that further development of BPM platform is not endangered. BPM and RPA solutions are complementary, not competitive concepts. Both technologies determine successful (or not) digitization and they affect the success of a business. Modern BPM platforms are built with the use of Low-Code-Platforms. The technology makes it possible to create and modify processes by users. At the same time, no IT knowledge is necessary and no assistance is necessary for configuration from the platform provider. Along with the BPM platform, Business Activity Monitoring (BAM) tools are provided to monitor business processes on the BPM platform. The BAM technology makes it possible to pro-actively define, monitor and improve processes. Thanks to the technology, the bank may, for example, define chances and threats, search for “bottlenecks”, inaction periods, manage operational and business risk. For the Ferryt system mentioned, it is the Reporting+ module that plays such a role.

BPM the Key to Digitalisation Success

The effectiveness of digital transformation requires a balanced approach to digitizing the working environment of an organisation, and to communication with clients. The BPM platform which makes it possible to reach the goals is growing ever more popular in banking. An important element of both process digitalisation, as well as of ensuring continuous business expansion, is the implementation of a flexible and stable BPM platform (such as the Ferryt system). The solution has been exploited in the Polish and foreign banks for years now. It is modern, flexible, open, intuitive, easy to use and fast to introduce changes. The Ferryt system services millions of clients and tens of millions of operations monthly in the leading banks. Implementing a BPM platform as part of a digital transformation should be first and foremost perceived as a business and not a technological change. And that may guarantee that bank digitalisation will succeed.