For an organisation which aims to sell effectively, it is vital to adapt the offerings to clients’ needs. At the same time, it is important for the information to reach the recipient via the right channel and to respond to the client’s query as soon as possible.
In banking, it is automation of loan granting processes that impacts sales effectiveness the most. In such cases, BPM (Business Process Management) systems, which are already operated by many banks, come in handy. Nowadays, there is a growing emphasis on process automation, thus reducing the need for staff intervention. This trend continues for both individual clients and business entities. How does the automated solution work in practice?
Relationship with the Client
Every sales process should start with the analysis of the market environment and the determination of the target clients and their needs. Consequently, a given client group is offered dedicated products. In the modern BPM systems, it is a universal engine of business rules that provides support in this area. The engine is meant to create models automating decision processes. Thanks to a high data processing efficiency and the ease of using the decision engine, it is possible to quickly identify the target group and adapt the offering to a given product group.
Clients’ accurate profiles are developed by dedicated mechanisms which automatically calculate the values of offering, charges and commissions, and they calculate the offering’s implementation. The entire process may run without staff’s involvement. Ferryt Decision Engine is an example of such a tool. It is an element of Ferryt Platform which is DomData’s own solution in the BPM class systems. Once the solution is implemented, client cooperation becomes more effective and the credit risk is mitigated.
Bank’s Products
A valuable offering must be precisely calculated and tuned into the clients’ needs. A comprehensive offering process starts with preparing a credit quote, reaching its recipient via the right communication channel to modifying and adapting it to the changing environment over time. Without proper tools, the preparation of competitive proposals for a wide range of clients is very labour intensive and costly.
The Ferryt Platform-based solution makes it possible to comprehensively automate processes of preparing and managing the product offering. Thanks to dedicated registers, the bank has an opportunity to create a broad portfolio of varied offerings, the portfolio being easy to maintain and modify in line with the main product categories in the central system. It is all the more important that a dynamic market expansion requires frequent modifying of offerings and managing their versioning.
It is also crucial to plan an effective distribution of offerings. In the distribution process, communication channels preferred by the client are automatically included and identified as perfect fit for the offering. A well-matched offer delivered to the recipient through the right channel stands a much better chance of being accepted by the client. That is why it is so important to use a proven BPM system enabling the automation of offering processes in line with the changing needs of the institution, client preferences and market trends.
Client’s Requesting
The preferred client contact channel is normally the internet and a mobile app. Both prospects, as well as the existing clients, may request on their own, whatever time and place. In line with omni-channelling, BPM platform implementation will enable the initiation of request processing in one channel and the continuation in another. Providing client with a comfortable and flexible solution will improve access to products and the chances for growing sales. Clients can use static requests and pre-approved offerings automatically designed for them. Then, a personalised credit offering targets a selected group of clients, e.g. via e-banking. Such processes may be used for cross- and up-selling of other bank products and services, including insurance. Pre-approved offerings are normally batch processed on the BPM platform. In modern systems, e.g. on the Ferryt Platform, such offerings may be calculated on the level of BPM system.
A flexible solution makes it possible for the bank itself to create forms for loan requesting via various channels. It is possible to modify the existing and to build new forms without programming, which facilitates the institution’s daily functioning and translates into how fast the offering will reach the client.
Cooperation with Credit Intermediary
The process of handling and selling loans on the BPM platform should also cover automatic handling of credit requests coming from credit intermediaries. A module of the Ferryt system dedicated to business partners and natively integrated with the BPM platform ensures processing requests sent by partners according to the same rules and as quickly as requests from other channels.
Credit Request Analysis
The delivery time for a product or service is an element of a competitive advantage. The same goes for a credit request. Quick, efficient and effective actions contribute to higher chances for selling, lower operational risk and costs, as well as higher work quality. Process configuration makes it possible to automatically examine a request, as a result of which the request is assigned a relevant status by the system. Thanks to integrating the solution with internal and external systems (e.g. BIK), requests are examined quickly and accurately, from multiple perspectives, with respect to credit risk and anti-fraud analysis. Advanced analytical procedures make it possible to return a decision in real time (a warning signal).
In this way it is possible for a decision engine or a relevant person/persons to make a credit decision. A request placed by a client may be automatically accepted or declined, sent for further automatic or manual analysis.
In a fully automatic mode, analysis of data from the request, internal and external systems, may take a total of a few seconds. It is mostly dependent on the complexity of a given model and the efficiency of the decision engine. Modern BPM platforms enable the analysis of a few hundred credit requests per one second. Such is the speed of a decision engine on the Ferryt Platform allowing for a model based on a total of a few dozen logged on input and output indicators and with the use of extra data linked to the model.
In the case of pre-approved agreements accepted by the clients, the credit decision is made instantly.
Making an Agreement
Automatic approval of a request placed by the client may be conducive to an instant initiation of a contracting procedure. At the following stage, a procedure for the delivery of a requested product to the client starts via interfaces between the BPM platform and other bank systems.
Summary a Comprehensive Process in One System
Integration of the management processes for selling and handling credit products at a bank is crucial for the processes to be effective. Credit processes implemented on the BPM platform make it possible to carry out profitable activities conducive to growing sales.
The Ferryt Platform is a modern BPM class system, thus it ensures easy configuration of new processes and modification of the existing ones without involving the provider. Business Activity Monitoring (BAM) tools provided along with the BPM system monitor business processes on the BPM platform. The BAM technology makes it possible to pro-actively define, monitor and improve processes. It is possible to actively manage the processes while maintaining the highest sales level. It helps to minimise risk, reduce costs, and improve work quality and effectiveness at the same time. Automation of credit processes translates into, on the one hand, multi-channelled and personalised sales actions, and on the other – a maximum reduction of the human factor and safety improvement.
An advanced BPM class system makes it possible to comprehensively handle not only the loan selling process. The Ferryt Platform also enables integrating after-sales processes, such as complaints, collection or the register of attachments in enforcement. But it is a story to be told in a separate article.
