BII Maybank reduces account opening process time by 60 percent

IBM software helps launch the first paperless account setup process in Indonesia

Published on 18-Dec-2013

"Using IBM Datacap Taskmaster Capture, we can open an account within 12 minutes, or 60 percent faster than with our previous manual process." - Mr. Ghazali bin Mohd Rasad, Operation & IT Director, PT Bank Internasional Indonesia Tbk

Customer:
BII Maybank

Industry:
Banking

Deployment country:
Malaysia

Solution:
ECM - Enterprise Content Management, ECM - Essential Content, Enterprise Content Management

Overview

Headquartered in Jakarta Pusat, PT Bank Internasional Indonesia Tbk (BII) is majority-owned by Malayan Banking Berhad (Maybank).

Business need:
As par t of the bank’s mission to humanize financial services and enhance competitiveness, PT Bank Internasional Indonesia Tbk (BII Maybank) wanted to improve customer satisfaction and overall service quality.

Solution:
The bank implemented a standard, centralized data capture platform to help automate account setup and loan origination processes by transforming paper documents into digital data.

Benefits:
Bank customers no longer have to fill out lengthy forms or wait for their financial documents to be processed and verified

Case Study

Headquartered in Jakarta Pusat, PT Bank Internasional Indonesia Tbk (BII) is majority-owned by Malayan Banking Berhad (Maybank). BII Maybank offers a comprehensive portfolio of financial services to almost three million customers through a network of more than

415 branches, 1,388 ATMs across Indonesia, as well as tens of thousands of ATMs through affiliates in Indonesia, Malaysia and Singapore.

Challenge
As part of the its mission to humanize financial services and enhance competitiveness, BII Maybank wanted to improve customer satisfaction and overall service quality. Under the existing account opening process, customer service representatives had to manually authenticate personal information provided on customers’ application forms. This process could take as long as 30 minutes, in addition to the time it took people to fill out the forms initially. The bank sought a paperless solution that would help improve efficiency, increase data security and optimize use of data storage capacity.

Solution
Working with IBM, the BII Maybank project team implemented IBM® Datacap Taskmaster Capture software across branch offices in Indonesia and integrated the software with the bank’s central authentication, branch delivery and global Customer Information File (CIF) systems. The IBM solution provides a centralized platform for gathering data electronically and automating account setup, loan origination and other bank processes.

Today, people opening accounts no longer need to fill out forms manually. They simply provide an identification card. The customer service representative scans the card to capture required customer data and asks only for information that is not listed on the card, such as an e-mail address.

The branch supervisor can reconfirm the data electronically in near-real time. Once the bank approves the application, the representative prints
out the information on a form for the customer to sign.

By capturing customer data into an integrated database, the bank makes the information readily accessible and easier to manage and protect. Bank staff members can spend more time assessing needs and offering the right mix of services to improve customer satisfaction significantly. In addition, the bank can make the best use of IT storage facilities and support business growth.

“With the IBM solution, we accelerate data input with high accuracy as well as lower costs,” says Operation & IT Director Mr. Ghazali bin Mohd Rasad. “This paperless account opening system is the first such technology-based service in Indonesia, signaling to the marketplace the care we take in making banking more convenient.”

These improvements help boost the bank’s future growth potential. BII Maybank is now poised to offer the best customer service quality among banks in Indonesia.

Benefits
• Cuts the time required to open new accounts by 60 percent, from approximately 30 minutes to less than 12 minutes
• Increases the rate of customer-data input by 70 percent and improves operational efficiency and scalability
• Reduces the number of paper forms by 80 percent for more environmentally friendly operations

For more information
To learn more about IBM Datacap Taskmaster Capture software and other IBM enterprise content management solutions, please contact your IBM marketing representative or IBM Business Partner, or visit the following website:
ibm.com/software/ecmThe branch supervisor can reconfirm the data electronically in near-real time. Once the bank approves the application, the representative prints
out the information on a form for the customer to sign.

By capturing customer data into an integrated database, the bank makes the information readily accessible and easier to manage and protect. Bank staff members can spend more time assessing needs and offering the right mix of services to improve customer satisfaction significantly. In addition, the bank can make the best use of IT storage facilities and support business growth.

“With the IBM solution, we accelerate data input with high accuracy as well as lower costs,” says Operation & IT Director Mr. Ghazali bin Mohd Rasad. “This paperless account opening system is the first such technology-based service in Indonesia, signaling to the marketplace the care we take in making banking more convenient.”

These improvements help boost the bank’s future growth potential. BII Maybank is now poised to offer the best customer service quality among banks in Indonesia.

Benefits
• Cuts the time required to open new accounts by 60 percent, from approximately 30 minutes to less than 12 minutes
• Increases the rate of customer-data input by 70 percent and improves operational efficiency and scalability
• Reduces the number of paper forms by 80 percent for more environmentally friendly operations

For more information
To learn more about IBM Datacap Taskmaster Capture software and other IBM enterprise content management solutions, please contact your IBM marketing representative or IBM Business Partner, or visit the following website:
ibm.com/software/ecm

Products and services used

IBM products and services that were used in this case study.

Software:
Datacap Taskmaster Capture

Legal Information

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