As a rapidly growing financial services organization, UBS Italia on-boards numerous new clients each month. Given each applicant discloses highly sensitive financial information they must go through an intensive application approval process. However, after analyzing its new client on-boarding and client contract archiving processes, UBS Italia discovered that both business processes simply could not support its thriving business.
Two key departments within UBS - Italia, with similar objectives, are facing more and more complex and specific challenges:
Once UBS Italia recognized it required a solution to transform its client on-boarding and document archiving and retrieval processes, it turned to its trusted business solutions provider and OpenText partner, DocFlow. With the guidance of DocFlow, UBS Italia selected OpenText Metastorm BPM (MBPM) Client On-boarding to help automate, manage and control all of their client on-boarding processes. Since deploying OpenText MBPM, UBS Italia has been able to drastically improve both its new client on-boarding and document archiving processes. OpenText’s MBPM Client On-boarding web-based interface enables UBS business users to perform a variety of activities in a fraction of the time they did before. Now, UBS Italia has a system that supports correct data entry, reduces redundancy and allows for automatic data consistency controls. Users can leverage automatic checklists to easily and conveniently monitor the status of a contract. Instead of duplicate, partially completed forms or missing critical information being passed internally from department to department – UBS Italia now has a synchronized authorization process enforcing consistency across the organization.
Since implementing OpenText MBPM Client On-boarding, UBS Italia has gained visibility and control into all processes involved in new client on-boarding and document archiving. UBS Italia has been able to significantly reduce the overall time spent on new client on-boarding in the following ways:
The International Banking division of Sumitomo Mitsui Banking Corporation was faced with numerous business and technical challenges. Because they are a large, global organization, business challenges included different organizational structures and responsibilities, different data availability, different languages and time differences, and different regulatory requirements. The technological challenges included heterogeneous hardware and software environments in every location and different back end processing systems.
Sumitomo Mitsui Banking Corporation selected OpenText Metastorm BPM (MBPM) for its scalability and extensibility, ease of integration with its existing environment, standardization of global processes, ease of use for its end users and speed of development.
Sumitomo Mitsui is using the OpenText MBPM solution to create a globally accessible system that allows for the specialized requirements of each region while interfacing with multiple systems to decrease manual input and improve data accuracy and enforce regulatory compliance.
OpenText MBPM has automated and streamlined the Customer Information File process that enables Sumitomo to efficiently process new customer information, automate the Patriot Act/ Know Your Customer screening activity, and get new customer data updated – in a fraction of the time and with more accurate results than their current manual approach. The solution integrates OpenText MBPM with Sumitomo’s existing Patriot Act, Active Directory, and corporate portal systems to provide a seamless process flow across the organization.
Ultimately OpenText MBPM will contribute to the Sumitomo Mitsui Banking Group mission by helping to provide an engaging environment for their employees, value to shareholders, and the optimum in customer service.
London Underground recognized it needed a way to improve its procedures to track and respond to all incidents more effectively, in order to maximize safety and minimize service interruptions for its passengers. From a financial perspective, it also needed a solution that would allow timely assessments of incident-related costs, in order to keep overall cost to a minimum.
London Underground decided to use OpenText Metastorm BPM (MBPM) to improve its Incident Reporting process, known internally as EIRF. Using EIRF, more than 3,000 users across LUL can submit incidents electronically. London Underground’s employees enter incident details in an electronic form and depending on the type of incident – age, status and priority – it is either tracked for reporting purposes or escalated for action. OpenText MBPM manages the different types of reports and routes them accordingly.
OpenText MBPM has also been deployed to automate a process known as “minor works.” London Underground’s minor works process tracks and manages work requests and approvals for infrastructure upgrades on trains. Automating this process using OpenText MBPM enables the organization to better compare price proposals and completion times. Overall, the automation helps to ensure suppliers are meeting contractual obligations set forth.
The OpenText MBPM system has helped London Underground to increase the efficiency and productivity of its Information Management department. As a result, LUL is able to process over 400 incidents per day. The new automated process enables the organization to focus on improving service performance by maximizing safety and minimizing service interruptions.
Gaston Memorial Hospital needed a way to improve the efficiency of important administrative functions within the hospital. Its manual processes were time consuming, required vast amounts of paper and relied on interoffice “snail mail.” This method was unreliable and lacked a means for tracking employee responsibility and accountability. The hospital often faced problems of lost paperwork, lost time, no reporting mechanism, and no visibility into the status or history of a process.
Gaston Memorial Hospital turned to OpenText MBPM (formerly Metastorm BPM) to facilitate its transition to an automated organization. The goal was to resolve the out-ofcontrol paperwork problem and interoffice mail routing procedure by placing the hospital’s processes under the control of OpenText MBPM. After a competitive review, OpenText met the hospital’s key requirements which included the ability to integrate with its existing Novell GroupWise electronic mail application, the ability to provide Web-based accessibility for its users, and the functionality to empower the hospital to easily and quickly automate endless applications – thus allowing them to be more efficient, have greater control and increase accountability.
The process automation, management and control capabilities that OpenText MBPM provides have improved overall process and data accuracy and increased employee satisfaction by empowering users with access to information to ensure that work-in-process is accounted for and no longer lost or delayed. All processes are tracked and documented and the hospital now has visibility into historical data for reporting, analysis, and organizational improvement.
Danone needed to comply with the Sarbanes-Oxley requirements from both a business process and IT standpoint. In particular, this applied to all management of corporate processes and its Human Resources organizational processes. The law in fact stipulated – for data security reasons – that the IT identity of personnel leaving the firm be deleted as of their exit date, with the consequent suspension of any access to sensitive information(intranets, email, databases, ERP, etc.).
Danone selected OpenText’s Business Process Management (BPM) software, which was provided and implemented in Italy by OpenText BPS partner, ICON to manage the organization of its corporate processes and meet the needs of the Sarbanes-Oxley requirements.
The first process implemented using OpenText MBPM (formerly Metastorm BPM) enabled personnel organization management, including notification of the creation – and subsequently of the cancellation – of any entries to its network or applications, as well as modifications of authorization profiles based on organizational changes, in compliance with separation of duty regulations.
The process is indexed according to job function and designed to cover all related departments upon the arrival of new company personnel including human resources and administration, for financial benefits such as lunch tickets, infrastructure, for benefits such as cars and mobile phones, the internship department (for managing trainees), and IT for managing and supplying hardware and software to the related users, in addition to hierarchical reporting of the new hire.
The main advantage Danone has realized from its new organizational management process is the ability to maintain a central database updated in real time covering all Danone employees’ personal data. This enables the acceleration of any connected processes, since all of the processes refer to the same database for the corporate job functions involved.