Client: PSD Bank Nürnberg eG
The PSD Bank Nürnberg eG is a direct bank for private customers based in Nuremberg and belongs to the PSD Bank Group. The bank’s well over 100,000 customers appreciate the mix of tradition and modernity as well as the down-to-earth and customer-focused approach of the bank. The cooperative bank has long recognized the potential of digitization to gain a competitive advantage in the current low-interest environment. Particular attention is paid here to the full digitization of selected processes, such as the completion paths for current accounts and personal loans.
Initial Situation
PSD Bank Nürnberg is a digital pioneer and has already achieved initial successes with the digitization, standardization, and optimization of processes. These successes were to be built upon by using Process Mining to utilize the newly acquired data to further simplify and accelerate processes. The philosophy behind it: “We want to make it easy for our customers to use our services and products. But we have also noticed that simplicity on the outside means reducing complexity and processes on the inside.” (Johann Büchler, Board Member of PSD Bank Nürnberg, Annual Report 2019)
This is exactly where process analysis using Process Mining comes into play. Processes are not laboriously recorded through subjective interviews. Rather, the analysis is based on real and purely objective data that already exists in systems. When you then visualize a process and see how it really runs in reality, it often creates a “wow” effect.
With the help of Process Mining, it has been possible to steer discussions in a more constructive direction. Away from opinions about how a process runs, towards “How can we make the process more pleasant for the customer?”.
“The Process Mining carried out provided us with very insightful findings and valuable insights. To be able to exploit these potentials even better, we will expand its use to other areas.”
Jessica Tröger – Head of Real Estate Financing Department, PSD Bank Nürnberg eG
Solution and Customer Benefits
When starting with Process Mining, the benefits are particularly high at the beginning, as many potentials are easy to find. This is usually the case even with processes that have only recently been optimized. Here, we were able to extract the data, bring it into the right form, and analyze it within a short time of only 2 weeks.
With the help of Process Mining, we identified optimization potentials that accelerate the examined process by 40%. Process “outliers” were also identified, which, although rare, can mean massive process delays for the customer when they do occur. Such outliers can be intercepted directly in the future. The overall process optimizations thus ensure a guaranteed better customer experience through simpler and faster background processes.
It is worthwhile to get an overview of the data of one’s own processes and to prepare them digitally, as a basic prerequisite for IT-based process analyses. Experience shows that various weak points and optimization potentials can almost always be identified in the process.
