适用行业
- 教育
- 金融与保险
适用功能
- 质量保证
用例
- 库存管理
- 过程控制与优化
服务
- 培训
关于客户
Banco de Finanzas (BDF) 是一家总部位于尼加拉瓜的银行,成立于 1992 年。它是巴拿马 ASSA 集团的一部分,该集团于 2006 年收购了 BDF 的多数股权。ASSA 集团成立于 1972 年,负责出色的保险和金融业务巴拿马,并在中美洲有明确的扩张战略。 BDF 以其消费者和小型企业导向而受到认可,并为超过 200,000 名尼加拉瓜人提供了金融服务。它是该地区领先的抵押贷款提供商,致力于持续改进和客户满意度。
挑战
Banco de Finanzas (BDF) 是尼加拉瓜领先的抵押贷款提供商,在改进和简化内部流程以提高客户满意度方面面临着挑战。该银行确定了两个需要改进的关键领域:客户投诉和建议的管理以及内部法律管理流程。前者需要减少响应时间,并建立一个让客户了解问题的进展和解决方案的系统。后者是手动执行的,由于缺乏必要的文件或信息,导致跟踪请求、测量响应时间和重新处理变得困难。 BDF 旨在改进对流程不同阶段的监控和跟踪,确保 100% 向客户发送有关其请求解决的通知,并使手动流程自动化。
解决方案
BDF 决定投资业务流程管理套件 (BPMS),该套件可以处理投诉和建议程序,并有利于银行内的其他流程。在对多个 BPMS 选项进行深入分析后,BDF 选择了 AuraQuantic,这是一家满足其所有要求、期望和预算的提供商。 AuraQuantic iBPMS 平台上实施的第一个流程是索赔、投诉和建议管理。 AuraQuantic 顾问与 BDF 团队合作,加快了流程自动化学习曲线。系统自动向客户发送通知,让他们了解请求的进展和解决情况。实施的第二个流程是内部法律管理。创建了一个管理法律事务的流程,将动态文件列表纳入管理请求表中,并进行验证以进入流程的下一阶段,直到完成所有要求。这消除了由于缺乏必要的文档或信息而导致的额外工作。
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