ATB Financial Improves Processes & Customer Satisfaction
Customer Company Size
Large Corporate
Region
- America
Country
- Canada
Product
- ARIS Business Process Analysis Platform
- webMethods BPM
- webMethods Operational Intelligence
- webMethods Integration Platforms
Tech Stack
- Business Process Analysis
- Operational Intelligence
- Integration Platforms
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Process Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Predictive Quality Analytics
- Process Control & Optimization
Services
- Data Science Services
- System Integration
About The Customer
Alberta Treasury Branches (ATB) is a financial institution and crown corporation that provides financial services to 680,000 Canadians and Alberta-based businesses. ATB has 170 branches and 130 agencies, serving 242 communities. Headquartered in Edmonton with total assets of approximately $37.7 billion, ATB is the largest Alberta-based financial institution. ATB Financial has more than 5,000 employees and has won numerous national workplace awards, including recognition as one of Canada’s 10 Best Employers. ATB is committed to being Alberta’s best bank and strives to understand its customers and always deliver the most value, regardless of the economic climate.
The Challenge
ATB Financial, a financial institution and crown corporation, was facing challenges in its business lending origination process. The process was slow and inconsistent due to manual data entry and interpretation, which led to human errors and slowed down the process. The subjective interpretation of the approval criteria led to inconsistent outcomes and often resulted in rework. It could take up to three weeks for a single customer to be approved with an average process time of about 11 days. ATB aimed to accelerate the process of onboarding small business and agricultural customers to one day or less. They also wanted to increase visibility to monitor and optimize processes and leverage agile business rules to boost the approval rate.
The Solution
ATB looked to Software AG to deliver a process-driven solution for on-boarding small business customers. They implemented the ARIS Business Process Analysis Platform and webMethods BPM, Operational Intelligence and Integration Platforms. The solution provided end-to-end process visibility for small business credit applications and approvals. It also allowed for real-time monitoring of process performance and review of detailed reports based on process KPIs. With the agile set of business rules to govern approval decisions, many customers could be approved the moment the lender enters their application information into the system. ATB was able to document internal processes and determine where process bottlenecks existed. From there, the bank was able to run different scenarios and see where and how it could make improvements to achieve certain business goals.
Operational Impact
Quantitative Benefit
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