1. Customer

In terms of assets, mBank S.A. is the fourth largest bank in Poland. Its mobile banking system is actively used by over 2.2 million customers. mBank has over 5.6 million retail banking customers and 26 thousand corporate banking customers. It is considered the icon of mobile banking in Poland by all its customers. mBank selected DomData as a system provider for management of business processes and applications via various channels.

2. Challenge

The Bank’s plan was to carry out a broad range of activities intended to digitalise and automatize its sale and customer service operations. The first stage of this project involved implementing and commissioning a BPM platform, in a four-month period, along with the digital servicing of the first business process. The next stages consisted in the digitalisation and automation, in accordance with the Bank’s requirements, of subsequent processes and applications that were to be made available to customers through different contact channels, and in particular, via the direct one.

3. Solution

The project involved providing and installing in the Bank’s environments, within the time limits due, the BPMS Ferryt platform, along with the application system and business processes to be made available through various contact channels. We adapted the system screen layout to the mBank’s corporate standards and we implemented functional and visual indicators, as required by the Bank. We also analysed business processes, as indicated by the Bank. The platform supplied was integrated with the Bank’s IT solutions, and the application system was incorporated into the internet and mobile banking system. Currently, except for the servicing and maintenance processes, we have been continuously developing new banking processes and applications, which are used in such areas as the processing of applications, sales and customer service (including the customer direct channel), as well as after-sales, at the Bank’s establishments, back-office and in the operating division units.

4. Result

Upon their implementation, both the system and the solutions have significantly enhanced the Bank’s operations in the areas of their application. Now the registration and servicing processes are much faster and more cost-effective. We recommend DomData as the IT system provider for management of business processes and omnichannel handling of applications – says the head of one of the IT areas at mBank.