ANZ scales with Nintex Workflow Automation

Better service, better compliance with Nintex Workflow and Nintex Forms

As the fastest-growing bank in Indonesia and one of top 50 banks in the world, ANZ knew its rapidly increasing transaction volume would eventually overwhelm its existing business processes and workflow. The volume of emails, calls and paper forms that employees managed prevented the bank from delivering exceptional customer service and impeded governance.

Like most banks in Indonesia, ANZ manually handled document submission and verification. Customers filled out paper loan and ATM applications, and sent collateral documents and other background information to bank branches by mail or courier. To submit loan documents for verification, branch officers traveled to the bank’s headquarters, or used postal mail, email and phone calls. They also scanned documents, saved them as PDF files, and then either emailed or saved them to Microsoft SharePoint folders. Missing or inaccurate data generated more phone calls and email between the branches and headquarters. The sheer volume of data and documents slowed the review and approval process.

Better service, better compliance with Nintex Workflow and Nintex Forms
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Products used by ANZ

ANZ provides a range of banking and financial products and services to 10 million customers in 34 markets globally. With a workforce of 50,000 employees, ANZ is among the top four banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world.

Business Situation

ANZ Bank needed to replace its manual processes for retail and institutional operations with a scalable, standardized solution that provided workflow transparency, electronic collaboration and document storage to better serve its customers and meet international regulations.

Solution

ANZ Bank uses Nintex digital workflow automation to streamline retail, institutional and branch operations including mortgage loan transactions, account service transactions for retail and institutional operations, ATM support, customer service inquiries, and branch retail operations. They also use Nintex tools to better manage document verification and compliance.

Automated processes scale operations while reducing risk

To meet regulatory compliance, the bank must adhere to strict verification and financial regulations, including the Foreign Accounts Compliance Act. This act requires that all banks outside the United States provide key information about U.S. clients including citizenship validation to the Internal Revenue Service - a complex yet crucial process.

ANZ needed to streamline their business processes across day-to-day transactions and compliance regulations. The bank chose Nintex partner Ebiz Cipta Solusi to automate authentication, approval and compliance processes based on existing Microsoft SharePoint 2010 and SQL Server 2008 installations, with the addition of Nintex Workflow and Nintex Forms.

By deploying Nintex, the bank is able to provide better, faster customer service and better meet regulatory compliance regulations - all helping ANZ scale its business efficiently and effectively.

Benefits

30% more loan applications processed per month

30% more loan applications processed per month

Employee productivity increased 15%

Employee productivity increased 15%

Financial documents are securely stored and accessed in SharePoint

Financial documents are securely stored and accessed in SharePoint

The Nintex solutions have spearheaded the transition to an essentially paperless office.

Transaction and approval errors have decreased with our Nintex deployment - but the main benefit is scalability. The solution model is so easy to use. Thanks to Nintex and Ebiz, our corporate customers can often get a credit line in less than a week and our retail customers can usually open an account in less than a day."

Frederick Nathaneal, ANZ Bank,head of business process and operations management