PROCESS MINING SUCCESS STORY REDEFINING THE REALITY OF BANKING PROCESSES CELONIS PROCESS MINING HELPS KEEP POSTFINANCE CUSTOMERS SATISFIED The financial sector is about far more savings options, investment opportuni- than number crunching and anonymous ties, and loans or lines of credit. financial transactions. What shapes the long-term success of banks today PostFinance has a strong focus on is their interaction with the customer. the customer: With the increasing Bank customers expect simple, fast digitalization of products, PostFinance 100 % and transparent transactions, but inter- wanted to create new incentives for TRANSPARENCY nal processes need to be optimally existing customers and also attract integrated and coordinated for this new customers. The final destination to occur. PostFinance recognized the for this journey will be a “digital power challenge and now relies on Celonis house,” where banking is made as easy Process Mining to analyze and optimize and fast as possible for its customers. its business processes. This of course assumes that service 119,5 BN CHF processes will need to particularly have TURNOVER TOWARD BETTER CUSTOMER to run smoothly and that customers will SATISFACTION not have to wait long for the services they want. In addition to digital products With 2.7 million private customers and such as e-finance and the PostFinance 300,000 business customers, PostFi- app that allow customers to manage nance, a subsidiary of Swiss Post, is one their assets and transactions at their of the five largest financial institutions convenience, the optimization and 3.600 in Switzerland. More than 50% of pay- acceleration of its processes will make EMPLOYEES ments in Switzerland are processed a long-term contribution to customer via PostFinance, making it the largest satisfaction, which, in turn, will lead to payment processor in the country. As greater efficiency. a licensed bank, it offers its private and business customers a full range of financial services including pension and “It became clear to me that there was a massive chasm between the way we imagined our processes functioned and the way they actually do.” Peter Lacher COO TRACKING THE ACTUAL PROCESSES With Celonis, PostFinance can now and translate them into concrete mea- WITH CELONIS PROCESS MINING track its actual processes, not just sures. At that point in time, we knew for opening accounts, but also for that we had found exactly the right Processes are the heart of every busi- SAP-based purchasing. The software solution with Celonis Process Mining,” ness and crucial for success. PostFi- solution relies on enterprise data says Peter Lacher, COO. nance had a clear idea of what its own systems, merging data traces left by processes should ideally look like. digital processes, reconstructing pro- In order to eliminate the weak points However, the process map failed to cesses end-to-end, and modeling how and to create uniform, efficient pro- provide much information about how they actually work. A visualization with cesses companywide, PostFinance processes actually work. For the sake as much detail as desired allows users deployed Celonis Process Mining for of customer satisfaction, PostFinance to identify in real time those points account openings in various regions particularly wanted to take a closer in the process where there are extra and locations. The results were then look on account openings. After all, detours and delays, extra demands compared, best practices identified, up to 150,000 accounts are opened on time and labor, the causes for such and internal benchmarks set. Since at PostFinance every year. A complex situations, and potential solutions to then, PostFinance has been able to process landscape, which had to be the problem. save resources across regions and sig- simplified. The basis for leaner pro- nificantly accelerate processes.“We cesses and faster turnaround times ACCOUNT OPENING MADE EASY have seen that we have very different was delivered by the big data technol- constellations on how a process can ogy partner Celonis Process Mining. Although PostFinance was initially proceed. Bringing these together in skeptical that Celonis Process Mining one easy-to-use tool was a revela- could cover the full breadth of its tion,” says Michel Ellenberger, Head of systems, these concerns were quickly Process Management for Accounts at laid to rest during implementation and PostFinance. proof of concept. During trial runs of process mining in account opening, PROCESS MINING: AT ALL LEVELS, loan settlement, and purchasing, it IN ALL DEPARTMENTS quickly became clear that all systems and data could be properly connected Celonis will be providing PostFinance using standard connectors and PostFi- with even more support as it continues nance was able to model and analyze to make their processes more efficient the desired processes. “During the and increase customer satisfaction. proof of concept, we were able to “We want to use Celonis where quickly gain important initial insights customers will notice it, i.e. where we interact with the customer,” says given access to Process Mining, a step management to department heads to Daniel Schilliger, ICT Business Engi- facilitated by the flat hierarchies and individual employees, process mining neer. Therefore, PostFinance is busy culture at PostFinance. “The more will be used in the future to promote identifying other, resource-intensive transparency you have and the more innovative ideas and thus, according processes that might promise great you understand how something works to Peter Lacher, promote the culture savings potential once Celonis Pro- or functions incorrectly, the greater at PostFinance of “working together to cess Mining is applied. the likelihood that employees will do right by the customer.” think together and develop sugges- In the spirit of a hands-on mentality, tions for improvement themselves, more and more employees are being thanks to these insights.” From www.celonis.com All images & trademarks are copyright to their respective owners.