IBM PEX for Customer Off-boarding application uses a proprietary IBM Process Excellence framework to help transform the Customer Off-boarding process across three dimensions - Efficiency, Compliance, and Experience. Customer Off-boarding in wholesale banking is the process of terminating or discontinuing a business relationship with a client. It involves a series of steps and considerations to ensure a smooth and compliant transition while mitigating risks. This app provides insights to help banking organizations complete the off-boarding process in a timely manner with minimal or no rework and escalations. It does this by measuring process performance for different KPIs and providing insights by different dimensions for the off-boarding cases.
This is where IBM and Celonis Combine their Strengths:
Reduced off-boarding Time: Off-boarding of identified customers in a timely manner.
Reduced effort: Focusing on rework and addressing the reasons will help in reducing the overall efforts.
Optimize the case-to-employee ratio, and improve employee experience.
Optimized KYC operations due to better visibility from this App.
The Executive Overview provides a first level view for top management to see KPI performance and their comparison with targets across efficiency, experience and compliance. Executives can determine in a glance where operational focus should shift. They can then drill down into the various analysis to identify opportunity areas.
The Trends view shows the progression of KPIs over time and helps in immediately identifying the performance deviations and cyclicity of KPIs. It can provide clues into areas for root cause investigation. for cases per employee trend, employee name is used as a dimension instead of time.
The Timeliness Analysis reveals where delays are occurring in the process with a detailed drill down into dimensions such as country, product type, offboarding type and reason to offboard. Along with that, it also reveals the rate of ‘on time communication’ KPI by offboarding type and reason. The Offboarding team analyst can then identify the root cause for delays and where the greatest opportunity for improvement exists.
The rework analysis helps to identify the rework distribution. For the cases having rework, it helps to identify the underlying process steps having maximum rework. In addition to rework, it also reveals the case closure rate month on month along with its analysis by offboarding type and reason. Using this analysis Offboarding team can get clues on root causes involved.
The Compliance analysis helps to control the cases escalated and increase the document completion for timely exit of the customer. It reveals correlation between cases escalated and throughput time. Along with that, It also reveals correlation between documentation completion and throughput time.
The analysis helps in optimizing the case to employee ratio, improving employee experience. Apart from this, it also reveals the trend for offboarding triggered on customer’s request. This analysis can help banking management to get the clues on the underlying reasons leading to customers asking for an exit, instead of bank.
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