1. Customer
ING Bank Śląski is a modern bank and a member of Internationale Nederlanden Groep, the financial group operating in the banking, insurance and investment sectors worldwide. The Bank has over 4.4 million retail customers and 71.9 thousand corporate customers (4Q 2019) in over 300 branches.
2. Challenge
The aim of ING Bank Śląski was to automate the processes of handling various types of requests made by customers. The solution was to enable the multi-channel completion of processes which were to be carried out in accordance with the SLA terms and with legal requirements governing the maximum time of complaint handling. The BPMS Ferryt system was to be used for the project to be implemented. The platform, implemented by us in a short period, was used by the bank to manage its business processes.
3. Solution
For the purposes of performing the project, we adopted the agile methodology. The works carried out consisted in the analysis, configuration and tests, as well as the implementation and post-implementation assistance. As a result, we developed and implemented a system that facilitates handling of complaints, inquiries, requests and instructions in a comprehensive manner. All customer segments are serviced through multiple communication channels. The mechanisms intended for automating and monitoring the performance of tasks ensured that requirements relating to the processing times have been met. This highly automated solution has been made available to many bank units and integrated with other bank systems that participate in the complaint processes.
4. Result
Over several years of cooperation with the Bank, DomData AG has used its best efforts to provide the Bank with services in accordance with the contracts made and the applicable provisions of law – says the Head of the Provider Management and Procurement Department.
