BDF (Banco de Finanzas) of Nicaragua, a bank with
consumer and small business orientation and leading mortgage provider in its
region. BDF considered the automation
(through the BPM suite of AuraPortal) of the Internal Legal Process process and
the Customer Complaints and Suggestions Management process, given the need to
improve customer satisfaction (by reducing response times and Improvement of
follow-up) and the search for continuous improvement.
The success of its decision was the selection of the
BPM discipline for the automation of its processes with current needs and
seeking the subsequent application to other processes of the Bank. The use of
BPM has enabled BDF to achieve the following results:
The following results were achieved from the
Claims Management process:
- 100% of notifications automatically sent to customers, improving their satisfaction.
- Process monitoring and time controls resulting in reduced response times.
The Legal Management process automation
achieved the following results:
- Elimination of work repetition caused by incomplete information.
- Improved productivity thanks to the portal, which can be used to track assigned tasks.
- Increased customer satisfaction, due to improved response times and being well informed of process progress.
Source: AuraPortal
