Raiffeisen Bank Albania

Business lending workflow automation with Creatio’s no‑code platform

Fast and reliable business lending workflow automation

for Raiffeisen Bank Albania

 

Client

Raiffeisen Bank is a well-known, leading corporate and investment bank, in Central and Eastern Europe (CEE). Raiffeisen Bank Albania offers the full line of banking products and services to private individuals, and micro, small and corporate businesses. 

Having one of the broadest local branch networks with 74 outlets, the bank serves more than 465,000 customers. Raiffeisen Bank is an innovation leader amongst local banks, regularly introducing new products and services. The EMEA Finance Magazine acknowledged Raiffeisen as the best bank in Albania in 2021.

The Challenge

Raiffeisen Bank’s complex lending processes required the development of parallel workflows. The former solution was technically outdated.

It lacked process automation flexibility and it was mainly used as a data aggregation tool. More than that, the system didn’t provide the process transparency that was important for stakeholders. Limited integration with third-party systems prevented employees to have a crystal-clear, overall view of the lending process. They had to do an exhaustive job to check multiple systems before moving forward with loan applications, with limited visibility of the different stages.

On a business level, the time-consuming approval process was affecting both employee productivity and customer experience. Aspiring to provide the perfect customer experience, Raiffeisen Bank Albania started researching a new solution. The company requested from Qualysoft a tool that would streamline the loan management process. At the same time, the tool had to provide process transparency for stakeholders, while making the best use of information flows and data input. 

Solution

Qualysoft’s team of experts built a custom platform, based on Creatio, for lending process automation. It was named BLINC – Business Lending is Now Cool. The platform‘s name is self-explanatory as it is designed to fit the Raiffeisen requirements down to the smallest detail.

As agreed with Raiffeisen, Qualysoft worked on agile methodology to make improvements step by step, learning along the way and inserting required changes to ensure the processes are well-adjusted. Understanding that having a team of system experts would allow them to keep pace with the ongoing changes in the business and technological environment, Raiffeisen hosted an internal competence center powered by Qualysoft top IT professionals.

The platform leveraged Creatio’s low-code/ no-code capabilities to automate workflows and CRM with a maximum degree of freedom. It was selected considering the pre-set tools, ease of process configuration, and wide integration options. Case management tools helped manage and automate unstructured processes. The powerful BPM engine enabled performing multiple processes simultaneously. Visual analytics tools helped detect bottlenecks and optimize processes.

Results

1. Improved efficiency through process automation

Configuration-driven models helped automate Raiffeisen’s lending process. The system has a processing workflow designed for customer loans with preconfigured tasks and hints. Automated workflows ensure the simplicity of the customer-facing operations. 

The platform streamlined the system by removing human inputs, decreasing errors, increasing the speed of delivery, boosting quality, minimizing costs, and simplifying the business process.

 

2. Ease of use and crystal-clear loan process visibility

The intuitive platform guides users through every stage of the loan management process and accurately estimates the application processing time. Advanced analytics provide the ability to monitor operational performance and generate reports based on aggregated data. Creatio platform allows both stakeholders and employees to instantly find the necessary information, segment data by various criteria, change data views in sections, or import data.

 

3. Improved employee performance and customer satisfaction

The platform implementation simplified the loan management process and greatly improved customer satisfaction. Now, bank managers can focus on more important tasks regarding their operations and portfolios. Workflow automation and digitalization of paper documents helped reduce processing time. The solution contributed to a smooth and pleasant lending process for both customers and employees.

Key Deliverables

 

1. Improved

customer experience and satisfaction

2. Streamlined

loan approval workflow

Reduced

application processing time

4. Increased

operational efficiency

5. Clear

lending process monitoring

It is worth to be mentioned that even though we started deployment in the pandemic year, we were able to adopt the platform in record time, especially considering similar developments in our bank or other network units. This was mainly due to the low‑code/ no‑code platform. Glad we have made this choice. 

Elona Llaci  (Risk Management Underwriting Team Leader)