Top 5 Bank Case Study

Driving Process Standards and Visibility


T Impact made it easy for a major bank to implement a culture of Service Excellence.

The bank’s strategy is to define, view and own Processes end-to-end in a manner that reflects what customers experience; understanding the connections between upstream and downstream Processes and highlighting operational risk and controls.

The Challenge

Our client is a global bank with more than a quarter of a million employees. It has around 48 million customers across four key global brands.

Our client identified a need to reduce its operating costs, while simultaneously delivering a better experience for its customers using its mortgages, credit cards and loans. It wanted all customers to receive the same quality experience, regardless of their country or product.

T-Impact was engaged to simplify and streamline the businesses processes and procedures in order to deliver savings and better serve its customers.

All of our deliverables had to support regulatory and economic conditions in each territory, while being mindful of the businesses diverse products, brands and sales channels. We were also required to implement standards that are applicable across various territories and brands.

"T-Impact provided on-site expertise that helped facilitate the design and build of our process repository, taxonomy and standards; knowledge and understanding was effectively transferred to our own teams, enabling the in-house capability to be established quickly."

Achieving the Vision

To achieve the bank’s vision to model new and existing Processes consistently, T-Impact defined and deployed BPMN 2.0 Process modelling standards and controls, supported by a Business Process Repository. This allows the bank to maintain a single version of operations, accessible globally in a structured, navigable way.

Increased Process Maturity is enabling the bank to simplify Processes, eliminate waste and remove cost quickly and easily. As a result, they have reduced the lifecycle of new projects by two weeks, improved quality assurance and increased customer satisfaction.

By thoroughly understanding the end-to-end Customer Experience and supporting Processes, the bank can drive improvement and explore ways in which to consolidate and simplify Processes locally and globally, before selecting opportunities for Process automation.

Benefits Delivered

Customer Experience

  • Clear visibility of end-to-end Customer Journey and all risk control points
  • Core team enabled with skills to sustain process driven approach

Project Management

  • Agreed Process modelling standards and consistent Process capture
  • Lifecycle of new projects reduced by two weeks with improved quality

Business Development

  • Processes prioritized for improvement based on business case
  • Clear plan defined with success criteria and deliverables