Kiwibank in New Zealand was established in 2002 with a clear mission: to win the hearts of New Zealanders by providing better services, better products, lower fees and better interest rates. Since its creation, it has more than 1 million customers and hundreds of branches.
As a challenger bank, the idea of providing better services is the true core of Kiwibank’s success. Facts have proved that the workflow provider ServiceNow is a key part of it.
Kaye Maclean, Head of ServiceNow Platform and Products at Kiwibank, spoke at Knowledge 2021, ServiceNow’s annual user conference, which can be accessed here. For all reports on diginomica at the event, please check out our dedicated center here.
Three years ago, Kiwibank started using ServiceNow for ITSM and ITOM, and Maclean stated that it quickly saw real improvements in employee engagement, collaboration, and improved traceability and reporting. This prompted the bank to consider how to expand the use of ServiceNow throughout the organization. McClean explained:
In 2019, we went through a business case process and worked with ServiceNow, and decided that the best way for us is to look at the enterprise license, which basically gives Kiwibank the right to use all the features of the platform and all these applications program.
However, some business cases are also considering supporting the broader ecosystem and ensuring success, including establishing a truly strong model of operations, governance, and adoption to ensure that it is not only related to implementation, but actually related to sustainability. .
Start with CSM
Kiwibank knew it wanted to run multiple workflows in parallel, but it chose to start with an iterative deployment cycle using agile and start with the MVP. This approach is used to enable McLean and her team to work hard to achieve the support of the entire organization. she says:
This is not just a case of expanding the work you did when you launched ITSM, there are some real challenges when you do this work across the platform, because you have such a diverse range of stakeholders.
We really want to get this kind of motivation and get this kind of support from the business, we chose CSM as one of our main deliverables, because it really shows us where we can get the most measurable benefits as quickly as possible . As we had hoped, this in turn stimulated the real enthusiasm of ardent supporters in the industry. The enterprise truly accepted it and further promoted the desire of others in the organization to adopt the platform,
Maclean said that the main reason the ServiceNow platform works well for Kiwibank is that it provides companies with a “single glass panel” that acts as a “glue system for bonding many platforms and all other platforms together”.
ServiceNow has long stated that it aims to provide a “platform in a platform” approach, and its integration capabilities are a big draw for Kiwibank. McLean said:
We really need an end-to-end workflow, and it must span multiple systems. This is impractical, and you should not expect an application or a system to provide everything.
Process transformation
Starting from CSM, Maclean and her team worked with the company to identify more than 700 processes that needed to be digitized. These processes currently rely on SharePoint, Excel, and e-mail—which can lead to inefficiencies and require employees to perform a lot of system switching . McLean said:
We looked at these 700 processes. They are roughly divided into two camps. We can quickly solve these problems in digital form and digital services, extract content from those shared mailboxes and digitize the work. Create call cases for collaborations and queues where people can actually work instead of trying to do so in an email environment.
So far, Kiwibank has reaped huge benefits, McLean said:
So this is an important job, and it has proven to have some very significant benefits. And you know, we are thinking about redistributing nearly 2 million minutes of productivity in the past 12 months, simply by digitizing and getting rid of these, in favor of more manual processes and working methods.
In addition, Kiwibank is also studying some of the larger processes in CSM, such as loan maintenance, of which about 42 processes are being transformed into a digital service. As McClean explained, this process alone saved Kiwibank a lot of money:
This is a complex workflow that has been integrated into our other systems many times. In this process alone, we saved $1 million in productivity minutes each year. So not just once, but once a year. Customer satisfaction and employee satisfaction have increased significantly, because they have not tried to work in multiple systems, it is more streamlined and more dynamic for them.
COVID-19 helps gain traction
As we all know, COVID-19 has put tremendous pressure on many companies, especially in terms of customer service. Not only has the public’s demand for fast and effective online services increased, but the organizations themselves have also had to switch to remote work and new operating models.
Unsurprisingly, banks are under tremendous pressure during this period of economic uncertainty. However, Kiwibank found that it was able to respond quickly through the Now platform, which in turn led to it gaining more stakeholder support. McLean said:
In the middle of all this, we encountered COVID-19. This is a decisive point for us and how we use CSM, because within four days we were able to create the required customer service, we were able to train and transfer our frontline branch employees who work from home to the online space, and began to support the The fear of COVID-19 prevents the inability to enter the branch and the huge demand generated.
This did two things for us-one thing consolidated the success and value brought by the platform. It shows very quickly how quickly we can transform and how quickly that value can be realized.
From top to bottom, from our senior managers to frontline personnel, it really solidifies that this is a platform that provides real value. So for us as a team, this is a truly defining moment for us. Moreover, we are really proud to be able to help our business when they really need it.
To date, Kiwibank has completed approximately 100 processes, which have been identified as part of the original 700 processes, and are continuing to integrate them into the Now platform. As the work progressed, McLean said:
It also takes the digital forms and services that have been created to a new level, which is to take advantage of the integrations that are being built and put them into more complex workflows, so it is not just queue management, it is actually workflow management . Then we can really take advantage of some of the predictive intelligence.
For more diginomica stories about Knowledge 2021, please visit our Knowledge 2021 Event Center. Knowledge 2021 will open on May 11, and the conference can be viewed on demand until October 2021. This is the event registration link.
.
#Kiwibank #saves #millions #working #hours #ServiceNow #CSM
More from Source