Ural Bank for Reconstruction and Development to improve loan granting with SAP Process Mining by Celonis

The new system will enable the bank to enhance the efficiency of loan granting, identify and remove all inefficient sales scenarios, and reduce time and financial costs. In addition, it is intended to reduce the workload on retail unit employees owing to analysis of non-standard situations in serving customers and development of measures to reduce the number of such situations. The system will be implemented and launched by RAMAX.

The Process Mining technology automatically generalizes data from information systems and displays the actual process of customer service. The information can be used for both real-time analysis and selection of corrective actions and for searching ways to improve processes in the future. Owing to this, UBRR will be able to boost its operational efficiency.

The implementation of SAP Process Mining by Celonis in UBRR was triggered by the bank’s plan to apply a conceptually new approach to business process management in addition to the available tools. As part of the project, a number of areas for analysis and optimization have been identified, including that of highest priority: granting loans to individuals. The negative factors that affect the customer’s experience, sales conversion, efficiency, and quality of the decisions will be identified.

“The UBRR’s aspiration to become the regional “Bank No. 1” influenced the project goals: to boost our competitiveness and orientation on customers and to advance as compared to federal state-owned banks owing to technologies that significantly enhance the efficiency of the bank’s operations with clients, - says Yurii Mironov, UBRR’s VP and Director of the Department of Operations, Banking and Information Technologies.   – Owing to the implemented SAP Process Mining by Celonis, improvements will occur on a continuous basis. It is of importance that the solution does not require long-term significant investments in analytics and research, which brings a positive economic benefit for the bank from the perspective of saving resources.

“Today, SAP Process Mining by Celonis is a solution that is among the most popular ones in our company’s portfolio. This is due to the platform’s capacities that allow one to immediately reproduce the comprehensive picture of business based on “digital footprints”, to view any process from any information system, and to track compliance of employees’ activities with corporate policies and standards. As a result, companies can reduce the number of inefficient operations, immediately respond to malfunctions in the processes, identify fraud and reduce costs, sometimes by up 15%, - says Andrey Goryainov, SAP CIS Deputy Director General.

“As in any other business segment, it is of importance for the bank’s reputation that customers are well served and services are provided within strictly defined time frames.   Efficiency of retail unit’ employees is measured in terms of successful operations. To this end, it is necessary to determine and analyze the efficiency of each employee, - says Leonid Chernyavsky, RAMAX Groups’ director for innovative projects.  Conducting a survey like this using standard technologies in a major credit institution is a long and expensive process. SAP Process Mining by Celonis is a tool that answers the question on how one can accurately estimate the efficiency of each bank's employee and each segment of operations anytime and at any point of sales. The most valuable feature of Process Mining is that it allows managing a company’s processes and the quality of operations of hundredrs employees, obtaining full information within a shortest time.


Information

The Ural Bank for Reconstruction and Development is included in the list of 30 Major Russian banks published by the Central Bank of Russia. The bank is included in top 100 most reliable credit institutions in Russia in 2015, a rating published by Forbes.