“Amexio has been able to perfectly respond to our need to industrialise business processes. It has a unique position on the BPM market. Our collaboration is naturally going to continue.” – Christophe BITNER, Management Chairman
The challenge
Processing time, quality of services: customers of banks require more and more responsiveness. Managers must be able to provide the right answers quickly. Crédit Mutuel Arkea has decided to set up a workflow tool to manage online applications in its specialised subsidiaries (Fortuneo, Financo, Monext …).
The workflow makes it possible to prioritise the requests, to keep to deadlines and to communicate directly with the customer. This automation of customer care is the opportunity to gain responsiveness for the manager, and to be certain that we take care of the clients file.
The Amexio response
The project started with the implementation of an application linked to the GED, and continues with the realisation of workflows to cover specific needs: loan application requests, bank management acts (change of residence, request for unblocking), management of customer reminders … In four years, Amexio has already completed twenty workflows dedicated to these business processes.
To this end, Crédit Mutuel Arkea has created an internal business process management entity which it subcontracts to Amexio for the realisation of the various workflows on the Filenet tool. To help improve software handling, Amexio also provides training for employees.
In the banking sector, Amexio has a double competence, both technical (on the Filenet tool) and business (knowledge of legal obligations related to the acts …). Experts with double profiles are there to make the link between IT and business teams.
Over the years of collaboration between Arkea and Amexio, access to the bank’s technological systems has been opened to allow Amexio experts to work remotely to carry out the process of realisation. In the event of technical risks on more complex tasks, Amexio’s experts travel either to Brest, at Crédit Mutuel Arkea’s head office, or in the Paris region, to Arkea’s subsidiaries.
