Customer: PSD Bank Nürnberg eG

PSD Bank Nürnberg eG is a direct bank for private customers based in Nuremberg and belongs to the PSD banking group. The bank’s well over 100,000 customers appreciate its blend of tradition and modernity, as well as its down-to-earth and customer-oriented approach. The cooperative bank has long since recognized the potential of digitization to give it a competitive edge in the current low-interest environment. The full digitization of selected processes, such as the closing sections of checking accounts and personal loans, deserves special attention.

Initial situation

PSD Bank Nuremberg is a digital pioneer and has already achieved initial success with the digitization, standardization and optimization of processes. The aim was to build on these successes by using process mining to use 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. However, we have also noticed that simplicity on the outside means reduction of complexity and processes on the inside.” (Johann Büchler, Member of the Board of PSD Bank Nuremberg, Annual Report 2019) This is exactly where process analysis by means of process mining comes into play. Processes are not laboriously captured through subjective interviews. Rather, the analysis is based on the real and purely objective data that is already available in systems. When you then visualize a process and see how it really runs, there is often a “wow” effect. This is how process mining has been used to steer discussions in a more constructive direction. Moving away from opinions about how a process works to “How can we make the process more pleasant for the customer?”

“The process mining, we carried out provided us with very revealing insights and valuable findings. To exploit this potential even better, we will expand its use to other areas.” Jessica Tröger – Head of Construction Financing, PSD Bank Nürnberg eG

Solution and customer benefit

If you start with process mining, the benefits are high, especially at the beginning, because many potentials are easy to find. This is usually the case even with recently optimized processes. In this case, we were able to extract the data, put it into the right form and analyze it within a short period of only 2 weeks. With the help of process mining, we identified optimization potentials here that accelerated the examined process by 40%. In the process, we were also able to identify process “outliers”, which rarely occur, but which, in an emergency, mean a massive process delay for the customer. 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 it digitally, as a basic prerequisite for IT-based process analyses. Experience shows that various weaknesses and optimization potentials can almost always be identified in the process.