Today’s Guest Post by: Mohammed Attar, IBM Director, Case Management and ECM Solutions Product and Strategy
As I mentioned in Part I of my IBM Case Manager Shared Service series, the biggest advantages to implementing IBM Case Manager is the ability to reuse sustainable frameworks, coding, training materials, and expertise to meet the business challenges in other divisions and departments. The benefits are enormous: quicker solution deployments, lower training time and costs, standardized UI, and much more. Today, we’ll see how a particular banking institution created a Shared Services platform to help standardize its workflows across its enterprise today and lay the foundation for the future.
Prior to implementing a Shared Services strategy, this financial institution – with over 10,000 employees and 500 offices in nineteen countries – had multiple systems and processes that were still utilizing manual processes. Wishing to update its processes and gain a competitive edge, the company – one of the leading banks in the Asia Pacific region – sought out a full transformation of its technology and solutions. The company had three goals in mind:
- Enable Operational Excellence
- Achieve Process Efficiency
- Establish Platform Reusability
In an effort to standardize its systems and processes, drive greater service quality while reducing costs, and create an efficient paperless processing environment, the customer implemented IBM’s Case Manager, Content Navigator, and Datacap. With IBM’s ECM stack, the customer is able to streamline data capture and entry at the company’s central processing facilities and individual branch locations. Data was retrieved from a wide range of financial services that the company offered: personal financial services, commercial and corporate banking, investment banking, and much more. By taking advantage of ICM, the customer achieved impressive gains in its customer transactions – reducing processing times by 30%. More importantly, ICM created a standard operating model and a common technology framework that allowed for 100% reusability and extensibility to house hundreds of case types.
Leveraging a Shared Services approach, the customer is able to reduce implementation times, risk, and costs. By reusing case components such as case tasks, consistent Navigator UI, activity lists, case audit, and history, the customer is implementing solutions much faster than rebuilding or starting from scratch, as shown in the figure below. In addition, the reused components are a proven process that minimizes and eliminates the unforeseen problems and risks, as well as being compliant with all corporate governance guidelines. As a result, the customer is saving money through reduced development and training costs.
By implementing IBM Case Manager and developing a Shared Services approach, this customer is solving many of its day-to-day case operation inefficiencies, creating a common solutions foundation, and remaining competitive in the banking industry.
If you’d like to hear more about Shared Services, please join me in this week’s webinar “Leveraging Case Management for Successful Shared Services Delivery”, where I will discuss various strategies and best practices in utilizing Shared Services in the enterprise space. See you then!
Share your thoughts and let’s continue the conversation. Tweet to: @MAttarECM
Mohammed Attar joined IBM in 2006 as part of the FileNet acquisition. Mohammed has over 15 years of experience in the ECM space, and is currently the IBM Director of ECM Products & Strategy. Mohammed has extensive experience both in product development and management. Mohammed started his career as a Software Engineer focused Performance & Systems Analysis. He later spent time serving as a Product Manager over the IBM ECM Platform. In 2008, Mohammed led his first development team, and since then has continued to serve in a leadership capacity in the business. Mohammed was one of the original development managers responsible for the design, development, and delivery of IBM Case Manager. Mohammed holds a Bachelor of Science in Computer Science from California State University, Fullerton. You can follow him on Twitter @MAttarECM