DocuWare > Case Studies > Arab Islamic Bank Streamlines Operations with DocuWare

Arab Islamic Bank Streamlines Operations with DocuWare

Customer Company Size

Mid-size Company

Region

Middle East

Product

DocuWare
iMAL Path Solutions

Tech Stack

Document Management System (DMS)
Core Banking System

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Productivity Improvements
Customer Satisfaction

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Use Cases

Regulatory Compliance Monitoring
Remote Asset Management

Services

System Integration
Training

About The Customer

Founded in 1995 in al-Bireh, the Arab Islamic Bank (AIB) is one of the largest financial institutions in the Palestinian Territories. With over 500 employees, AIB operates 18 branches in the West Bank and Gaza Strip, serving both corporate and private customers. The bank conducts monetary transactions in accordance with Islamic tradition, which includes playing a social role. A percentage of the company’s profits are spent on charitable projects, such as supporting schools or hospitals. An electronic document management system (DMS) is used company-wide for efficient archiving of all receipts.

The Challenge

Before the introduction of a Document Management System (DMS), each branch of the Arab Islamic Bank (AIB) had its own paper archive. This led to inefficiencies as customer service staff often did not know which customer documents were already available and which ones were still needed. This resulted in customers often being asked multiple times for the same information or the documents had to be requested externally. Given that AIB conducts hundreds of transactions every day, this led to significant delays. Another challenge was the approval of documents across departments. Contracts and applications are reviewed by various departments, and the shifting around of paper documents, especially between a branch and their headquarters, was inefficient.

The Solution

AIB opted for DocuWare due to its seamless connection to the core banking system, iMAL Path Solutions, and the experience of the local Authorized DocuWare Partner. The solution adds a customer-specific barcode when printing out documents used for a transaction, such as the opening of a new account. After everything is signed, they are scanned. DocuWare uses the barcode to recognize the customer and other index terms and archives the documents together in a fully automated manner. If a customer later decides to buy additional financial products, customer service staff can identify which additional documents might still be needed. The coexistence of the systems is crucial: on the one hand, the core banking shows the list of required documents, and on the other, employees see existing documents stored in DocuWare – all in the same mask. Coordinating cross-departmental approvals is much easier today, too, because all customer related documents regardless of their source are archived and made available to all authorized personnel. Documents can also be accessed via the DocuWare interface, where more specific searches are possible - in both English and Arabic.

Operational Impact

The main impact can be seen in their overall business processes. No more time is lost searching for information, because DocuWare neatly lists all records for each transaction.
DocuWare also makes it easy for the bank to meet all strict data protection regulations and stay on top of revisions.
The core banking program logs each transaction with a specific ID, which is then used by DocuWare to determine the access rights for all documents.
If the customer makes a request for a transaction, the linked documents are compiled at the touch of a button and handed to the customer in copy.