The financial world is complex, demanding, and ever-changing. Join us as we spotlight four trailblazing companies that have harnessed the power of Joget to streamline operations, enhance customer experiences, and achieve financial mastery.
Workflow Management System
Customer: PT AEON Credit Service Indonesia
This case study focuses on a financial services company that faced several operational challenges. Their existing procedures for obtaining approval for submitted forms and processes were time-consuming and labor-intensive. The company was also struggling with manual business operations and data silos, leading to inefficiencies. Their business processes were not only time-consuming but also resulted in high operational costs. Additionally, tracking Service Level Agreement (SLA) pending approval requests was difficult, often leading to missed approval process deadlines.
To address these issues, a Workflow Management System was developed and implemented using the Joget platform within six months. The primary goal of this system was to handle the company’s departmental approval requests, improve data management, streamline reporting, and orchestrate business processes more effectively.
Post-implementation, the company experienced a significant increase in operational efficiency and greater visibility of transactions. This improvement was largely attributed to the system’s user-friendly interface and the automation of various workflows. The new system effectively reduced the time and effort required for approval processes, minimized operational costs, and enhanced the ability to track and meet SLA deadlines. This transformation allowed the financial services company to optimize its business operations and maintain a more efficient, streamlined workflow.
Identity & Access Management Workflow
Customer: PT Bank Danamon Indonesia
This case study examines a financial company’s need for a secure and efficient way to manage employee identity and system access. The bank’s employees had to manually complete User ID forms on paper. These forms, after being signed and approved by their immediate supervisors, were scanned and emailed to the user administration group at the headquarters for processing based on the request type.
The bank was handling thousands of requests each month, making the workflows time-consuming and hard to monitor. This lack of control and monitoring led to non-compliance with Service Level Agreements (SLA), potential errors, and the risk of fraud. Additionally, the process lacked validation and an “auto-reject” feature for non-compliant forms. Manually processing over 100 applications per month by the user administration group was inefficient, and there was no report available for User ID requests.
To address these challenges, an Identity & Access Management Workflow System was developed on the Joget platform. This system was designed not only to manage and handle the approval processes but also to integrate with the bank’s backend core system via middleware.
With the implementation of this new workflow system, the bank was able to streamline its identity and access management processes effectively and improve overall efficiency. This more holistic approach to managing system access and permissions resulted in increased productivity and a reduced risk of security breaches.
Employee Onboarding & Offboarding User ID and Access Management
Customer: Leading Provider of Consumer Finance, Leasing, Factoring, and Business Credit Card Services
This case study focuses on a financial company needing a secure and effective way to manage system login IDs for new hires and exiting staff. The company experienced an average attrition rate of six staff members per month and hired around nine new employees monthly, assigning them to various branches across the country. Managing system IDs for new joiners and leavers was crucial, with a particular emphasis on secure password generation. The company struggled with access management due to different systems being overseen by separate administrators, leading to a lack of centralization.
To address these issues, an Employee On-Boarding & Off-Boarding User ID and Access Management system was built using the Joget platform. This system was designed to handle the creation, approval, and assignment of user IDs for each staff member efficiently.
After implementing this system, the financial company successfully overcame the challenges of fragmented access management. The new system improved security and reduced the workload for employees. It streamlined the process of managing user IDs, making it more secure and efficient for both new and exiting staff. This resulted in a more organized and effective approach to managing system access across the company.
Customer On-Boarding System
Customer: Leading Financial Institutions in Malaysia Offering a Comprehensive Range of Banking and Financial Solutions
This case study examines how a company dealt with challenges in customer onboarding across various channels, such as partners and branches. The main issue was maintaining consistency in the intake process across these different channels, which required a lot of coordination and resources. Quality Control (QC) on forms was another challenge, as they were created by different teams, each with their own style and typography. There were separate workflows for integrating with different channels like web, app, and support center, leading to increased costs. The company aimed to centralize data and adopt a “build once, use everywhere” approach for using the same form or intake process across multiple applications. They also needed an omni-channel platform to improve the customer experience, reengage with them, and provide updates. Quick issue resolution at the backend was essential to reduce response time and meet Service Level Agreement (SLA) deadlines for pending forms.
To address these challenges, a Customer On-Boarding System was developed on the Joget platform in three months. This system was deployed on mobile banking, internal systems, tablets at branches, and was also integrated into partner applications, ensuring uniformity across all channels. The system includes six applications, with four in development and two already in production.
After implementing this system, the company significantly improved its business operations. There was an increase in employee productivity and enhanced customer satisfaction. The new system streamlined the customer onboarding process across different channels, ensuring consistency and quality in the intake process. It also facilitated quick resolution of issues at the backend, thereby reducing response times and efficiently managing SLAs for pending forms.
CRM Support System
Customer: SSI Securities Corporation (SSI)
This case study focuses on a stock exchange company grappling with the complexity of centralized processing systems. Initially, each department had its own application to manage customer tickets, but these applications could only be used on computers, leading to delays in directing customer requests to the right department. The company struggled to maintain consistency in resolving customer tickets. Their legacy applications were not only inadequate in ensuring customer and information security but also lacked agility in adopting and deploying updated working procedures. Creating different types of customer request forms for assignment to corresponding departments required substantial effort, and modifying a form involved significant expenses and time. Support and resolution forms were scattered across multiple applications, complicating user follow-up. Data fragmentation further hindered effective customer request management.
To overcome these challenges, a CRM Support System was developed on the Joget platform with assistance from IDB in just two months. This system was designed to streamline the customer onboarding process and enable seamless communication, engagement, and interaction through various channels such as phone, email, and chat. The implementation of this system allowed the stock exchange company to consolidate all departmental data into a centralized information system. This consolidation helped avoid the need to constantly switch between apps and systems, enabled easy data retrieval for reporting, streamlined workflows, and reduced time spent sifting through spreadsheets. As a result, the company experienced more efficient customer request management and improved overall operational efficiency.
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