Evolving a 400-year-old bank into a digital leader is no simple task. But to meet changing customer expectations and remain successful in a competitive banking environment, ABN AMRO—one of the largest banks in the Netherlands—needed to transform into a digitally-driven financial institution. How? With cutting-edge hyperautomation technology.
For ABN AMRO, one of the key components of its digital banking strategy was to fully digitize 90 percent of its processes by the year 2025. That means processes historically driven by paperwork, such as depositing money or transferring payments, now needed to be digitized and automated. On top of that, the bank had to decide what to do with decades of legacy infrastructure, in addition to a series of fragmented IT systems, processes, and communication.
To create a seamless digital banking experience for customers and accelerate business processes, ABN AMRO knew it needed a robust hyperautomation strategy to tackle communication breakdowns, integration gaps, modern applications, and information silos.
What is Hyperautomation?
Hyperautomation is the process of continuously integrating automation into the business processes of an organization. It combines advanced technologies like robotic process automation (RPA), artificial intelligence, and machine learning to augment human efforts. It not only automates critical processes but also creates an ecosystem that finds more processes to automate without human intervention.
Hyperautomation allows banks to deliver customized offers for credit cards, loans, and mortgages to customers. It improves call center efficiency by connecting customer service representatives and CRM systems for shorter wait times. Hyperautomation delivers the customer experiences that users demand. Without streamlined business processes, the customer experience can suffer, resulting in customer churn.
Hyperautomation in Action
To accomplish its modern digital bank goals, ABN AMRO started building a new system using the TIBCO Connected Intelligence platform to move from on-premises deployments to cloud deployments through Microsoft Azure. By moving to a cloud-first approach, ABM AMRO can scale easier, take advantage of containerization, and have more flexibility in application deployment with DevOps. Additionally, ABN AMRO utilizes Microsoft Azure to design automated workflows across people, bots, and systems, made possible through TIBCO’s Azure-compatible solutions.
With these solutions in place, ABN AMRO consolidated 40 different development teams creating a clearer organizational structure and eliminating shadow IT, inconsistent governance, and duplicated efforts. Now, each of the individual business lines has a digital hub team that determines the best course of action based on business value and then works with the hyperautomation team to achieve that result.
TIBCO software is at the center of ABN AMRO’s intelligent automation strategy. For example, if a customer calls customer service, the automated process can automatically put that customer’s information in front of the call center representative. After that call, the customer will receive an email from the bank asking about their experience, all done automatically.
Get Started with TIBCO
This is only the beginning of what ABN AMRO is accomplishing through its hyperautomation strategy fueled by TIBCO technology. ABN AMRO is overcoming a variety of financial services industry challenges, such as detecting fraud, digitizing even more physical processes, and orchestrating operational track-and-trace.
Learn how you can overcome the same challenges in our most recent technical case study: ABN AMRO Builds a Future-proof Bank with Hyperautomation.