In today’s dynamic reality of banking, a key aspect of the effective functioning of financial institutions is the consistent adaptation to advancing digitization. Modern technologies and innovative applications have become an integral part of daily banking operations, and the key to success lies not only in their implementation but also in adeptly adapting to the changing needs of customers. Regardless of location or device used, customers expect smooth, personalized, and online-accessible processes. In this context, a significant tool is the workflow system, which not only enables coordinated workflow but also introduces automation, streamlining key banking processes.
In this article, we will take a closer look at the role of the workflow system in banking, focusing on the online credit process, connector functionalities, and process path design to understand the benefits of its effective application in the financial environment.
Workflow System in Online Banking
The workflow system is a tool that organizes, monitors, and automates task sequences within a defined process. In the context of online banking, this means that every stage of a transaction or financial operation can be precisely controlled and tracked. Customers expect simple and intuitive solutions, and banks provide them by employing modern technologies based on workflow systems. Thanks to well-organized processes, customers have access to real-time information about their finances regardless of the instructions they submit. This is possible through workflow systems. Behind simplicity and transparency often lie highly complex processes. However, the use of a workflow system allows for the management of both simple and complex processes. Changes in the approach to banking processes result not only from competition between institutions but also from geopolitical events. During the pandemic, it became apparent that many previous “paper” processes could be carried out remotely using online or mobile banking. It is worth noting that currently, in banking applications, customers also have access to additional services beyond the banking scope, such as payment for public transportation tickets, parking fees, or highway tolls. All these services are based on workflow systems, often encompassing various applications and different providers.
The introduction of a workflow system brings several benefits. Key among them include increased efficiency, shortened operation time, process optimization, minimization of human errors, and better control over processes. Examples of applications in banking include credit process management, transaction approval, customer identity verification, and risk monitoring.
The growing popularity of technological solutions in banking is evident from data published by banks themselves and institutions closely related to this area. According to the NetB@nk report published by the Polish Bank Association at the end of 3Q2023, the number of active users of mobile applications exceeded 21 million. Compared to the same quarter of 2022, this represents a growth of 13%.
Credit Process
First and foremost, it is essential to distinguish between the traditional and online credit processes. In the traditional credit process, a personal visit to the bank, document submission, and waiting for a decision are necessary. In the online process based on the workflow system, the entire process takes place remotely, and decisions are made quickly and efficiently. This is because advanced tools for data verification, scoring analysis, and e-signatures are used in the online process, enabling secure online contract signing. Customers opting for this option enjoy faster access to funds, and banks increase their competitiveness by minimizing customer service time, optimizing resources, and reducing operational costs.
However, to verify and analyze data in the credit process, the data must first be obtained. During the design stage, sources from which the system will draw information are specified. Starting from the customer’s account, the system can retrieve data directly from the bank’s system if the customer has an account there, or use data from another bank through an AIS service. This not only saves time but also operates ecologically by reducing paper consumption. Another source of information is the Biuro Informacji Kredytowej (BIK). To obtain information from BIK, VSoft connectors are used in credit area projects.
Another crucial step in the credit process is creditworthiness calculations and decision-making. As heavily regulated entities, banks must operate in accordance with regulations. Here again, new technologies and workflow systems allow proper documentation of activities for future audit and supervisory purposes. After making a decision, only signing documents and releasing funds are required. In this regard, the workflow system allows the use of digital signature services. Despite the complexity of credit processes, an increasing number of banks allow customers to apply for credit without leaving their homes. A well-designed process with the acquisition of the necessary data, the use of algorithms tailored to the bank’s needs, and a high level of system security enable better and more efficient management of credit risk. According to reports published by BIK, every second Polish citizen is currently a borrower, and the sale of cash loans increased by over 18% year-on-year. The sale of instalment loans also increased, showing a dynamic growth of over 41% in terms of amounts. These are two types of financing available online. Sales totalling over 9 billion PLN in November 2023 alone indicate that this is an area worth pursuing with an easy and intuitive online credit process.
Connectors
Connectors help leverage external data in various business areas, such as creditworthiness assessments, fraud detection, or debt collection processes. The applications of connectors are countless, depending on the industry’s specifics and company needs. Integrating banking systems through connectors contributes to improving operational efficiency, allows instant access to current customer data, and minimizes the risk of errors resulting from manual information transcription. VSoft connectors enable integration with various institutions, such as the Credit Information Bureau (BIK), Economic Information Bureau (BIG), or Kontomatik, facilitating data collection and exchange. Their functionality allows for standardizing data structure, translating into the ability to create reports and store their history. Using up-to-date reports helps optimize tool performance.
Process Path
Designing process paths in online banking involves analyzing and optimizing each stage to ensure the fastest and most efficient transaction processing. The development of technology and increasing customer expectations make the optimization of banking processes more critical. The introduction of digital and automated processes allows banks to quickly adapt to changes resulting from legal regulations or economic changes. Process optimization significantly impacts risk reduction, while task automation reduces the number of errors and mistakes. As a result, it prevents abuse, saves time, and relieves employees, whose skills can be used for other tasks. Examples include process paths in credit areas, personal account openings, investment management, or customer complaint handling. Working on processes is continuous, aiming to eliminate the weakest links to provide services at the highest level.
Summary
Introducing modern online processes based on the workflow system is a crucial step for banks in their pursuit of increased efficiency, improved customer service, and operational risk minimization. System integration, process path optimization, and the use of modern tools are key to success in the dynamic environment of online banking. Implementing these solutions will bring benefits to both customers and financial institutions, strengthening their position in the market.
