In 2018, we started cooperation with Digital Teammates in the area of robotising back-office processes. Robots have been working in the operations since the beginning of 2018 – with particular focus on the tasks of the following teams: Payments, Monitoring and Instructions, where they perform tasks such as recording costs, fees and commissions, registering motions in the application, and filling in customer data in the process of handling insurance policies.
In the previous year, Operations and IT Area focused on implementing the DigitAll programme. Our main aim was to extend the digitalised back-office in mBank. We learned how to enhance the platform used to manage digital documentation (ECM) and we are preparing a list of first candidates who could use the system. We also verified the best market solutions within efficient process management. A new process platform (BPMS) is in the final stage of implementation. Moreover, we worked on a catalogue of minor optimisations and automations, which saved time and money as well as reduced the number of print-outs and limited the risk of error. For example, we replaced paper applications submitted by brokers in the process of handling mortgage loans with electronic ones. We introduced a more advanced reporting process in the operations in order to, knowing the costs of particular processes, identify priorities and achieve better results from their transformations.
For corporate clients, we have been implementing a project that enables us to digitalise the customer-bank relationship. The aim is to speed up the service and reduce the bank’s workload. The project focuses on integrating critical processes of servicing customers in central units and on digitalising and improving activities, whilst maintaining the quality of customer service in the branches and actively involving client advisors in promoting new functionalities of the mCompany Net transactional system. In 2018 we centralised processes from 10 branches. At the beginning of 2019, we are planning to transfer processes from another 19 branches to the operations area.
We are also working on improving the standard of services rendered to individual customers subject to enforcement proceedings. Apart from fulfilling our duties as a bank, we are focused on enhancing the quality of information we provide to our customers. We are increasing the level of execution-related expertise among our Contact Centre employees. We have simplified the language we use in communication with customers when handling their instructions and complaints in this area. In addition, we are working on streamlining the process of granting mortgage loans.
At mBank, we take every effort to make our solutions intuitive for their final users and easy to maintain and develop for IT specialists. We are also trying to streamline interbank processes with the solutions introduced in 2018 under our offer’s advancement, for example, Payment Assistant (a service allowing its users to settle monthly bills with a ready transfer order, which only needs to be approved by the customer). Enhancements made in the bank’s anti-fraud processes to ensure compliance with regulatory requirements and security standards release employees monitoring transactions from operational tasks and support them in their work towards increasing security in the sector.
Our customer advisors benefit from the credit-worthiness analysis model for merchants without prior credit history and the model using purchase sequences to predict credit events for retail customers. Another example of an application facilitating data analysis is the “Client360” tool (“Klient360”), which makes it possible to analyse the relationship between customers and to find the geographical location of a transaction. The applications reduce the workload of our employees, thanks to which they can be more efficient and dedicate themselves stronger to building better relationships with customers.
mBank’s achievements related to increasing effectiveness are appreciated not only by its customers and employees, but also by market experts. This was reflected in the award mBank won in October 2018 for “the first implementation of the Informatica Big Data technology in the Polish banking”, granted at the Informatica Summit conference. Big Data is used to create a system for management reporting, which allows thorough customer analysis and development of business models. It is also applied in analyses and simulations at the level of individual contracts and customers. The said implementation made it possible to reduce the costs of infrastructure for data analysis.