A Banking Newcomer Leads the Way from Its Founding to GDPR Superstar with ARIS & Alfabet
Customer Company Size
Large Corporate
Region
- Europe
Country
- United Kingdom
Product
- ARIS
- Alfabet
Tech Stack
- Enterprise Architecture Management
- Risk & Compliance Management
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Regulatory Compliance Monitoring
- Process Control & Optimization
Services
- Software Design & Engineering Services
- System Integration
About The Customer
The customer is a bank founded in 2010, which became the first new mainstream bank to go to market in the U.K. in more than 100 years. It has achieved phenomenal growth in a notoriously tricky market, mainly by acquiring customers from its rivals through focusing on the in-branch user experience. Just seven years from its founding, the bank’s 3,000 employees are responsible for assets of more than £16 billion a year. The bank scaled these heights in such a short time by taking a laser-like focus on customer experience, for example, by opening on Sundays, launching its brick-and-mortar locations as retail-like stores rather than staid branches and measuring success based on customer experience.
The Challenge
The bank, founded in 2010, faced several challenges as it grew rapidly to over 1.2 million customers and 55 branches in just a few years. The high barrier to market entry, consumer stickiness, and extraordinary growth were some of the challenges. The bank also lacked a unified process management system and had to deal with looming GDPR regulations and manual documents. As a newcomer in the field, the bank sought to find a balance between well-worn protocols related to process planning, optimization, and efficiency, and the demands of savvy customers for legendary service and great products. The looming deadline for enforcement of the EU General Data Protection Regulation (GDPR) in early 2018 only added fuel to the fire.
The Solution
In 2017, the bank turned to Software AG's solutions, ARIS and Alfabet. With ARIS, the team mapped processes at an award-winning rate. Starting from manual, dispersed records, the bank mapped more than 280 processes in less than a year—20 percent of which was regulatory. Then, using Alfabet, the bank is set to gain new clarity on its enterprise architecture, giving it the keys to leverage the power of new apps and better services, face regulations like GDPR effectively, and mitigate risks through full lifecycle visibility of its IT capabilities. The combined business and IT transformation capabilities of ARIS and Alfabet have opened the way for exciting new services and applications based on greater data and process transparency, third-party data transfer and accessibility, and enhanced privacy protection and risk reduction.
Operational Impact
Quantitative Benefit
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