I.R.I.S. Business Process Optimization Automated processing and management of mortgage loans
Challenges Are you sure that: Your customer response times are as short as they could be? You can present your mortgage loan management system as a competitive advantages against competition? You have full visibility at all times on the whole process, including document workflows, labor and costs? Your revenue and customer capacity couldn t be higher if things were managed differently? Page 2
Mortgage loans The big picture Borrower contacts agency/broker Agency issues application form Borrower documents receipt Borrower approval Installment payments Page 3
Mortgage loans Challenges Borrower contacts agency/broker Agency Broker issues application form Borrower documents receipt Borrower approval Installment payments Documents Broker Broker Head office Paper file Data Input File approval Back office Page 4
How I.R.I.S. have helped Record Bank Company Founded Location Services Record Bank 2001 Belgium Banking Savings accounts Mortgages loans 700.000 clients 700 bank agencies Extended network of independant credit brokers and vendors Number 3 in Belgium for consumer credit Number 5 in Belgium for mortgage loans 15+ billion Euro deposits in 2012 13+ billion Euro credits in 2012 Page 5
How I.R.I.S. have helped The problems they were facing The previous system required the agency clerk to send the documents received by the customer to the head office, where they would all be printed and gathered in a paper file stored in a cabinet waiting for the file administrator would then input the data in the business application. All along the process, only one paper archive would be available and we weren't backed up by any reliable system for regulations, sustainability, archiving, paper dismissal, etc. Ivan Demuynck, Senior Manager F.O. Credits, Record Bank Over 100 mortgage applications received daily Each eventually becoming a file with up to 70 document types: pay slips, id card copies, warranty certificates, rate simulations, email, mail, faxes with notaries and officials 2 processes to be optimized for faster customer response times and improved competitiveness: Front office (85%): file acceptance, finalization and filing with notary and in the back-end application Back office (15%): file reception after filing with notary, payment acceptance (installments) Page 6
Mortgage loans Challenges Multi-sources (paper, mail, MFP ) Documents Broker Multi-types (official docs, ID, plans ) Document collection and sorting Broker Head office Tedious operation Regulation loopholes Paper file Uncertain sustainability Manual input errors Data Input Lost time 1 Only one paper file available File approval Slow process times Archives not synchronized w/ back-end Back office Archives not synchronized w/ daily tools Multiple times of arrival Delays for more added value tasks Missing archiving requirements Lost documents Slow customer response Costly and non-compliant storage areas Page 7
Perfecting the Process I.R.I.S. Solutions Documents Broker Broker Head office Paper file Data Input File approval Back office Multi-format documents Electronic Scanner: batch scanning Document in Digital Mailroom system Paper MFP: ad-hoc scanning All formats / Fully automated / Saved to the system Page 8
Perfecting the Process Components Summary Sources Paper Fax MFP s / Scanner Classificatio n & Extraction Import Analyze Verify Export Document Management Search Manage Mail Business Application Web Other: ID cards; scan folder Page 9
How I.R.I.S. have helped The solution Now that everything is imported, indexed, exported to the I.R.I.S. DMS, and synchronized with our business application, paper handling and file cabinets are a thing of the past. With simultaneous file consultation possible, we work much faster and face happier customers. This is the first year I have not back log during the summer holidays... Ivan Demuynck, Senior Manager F.O. Credits, Record Bank Scanning of mail + Import of fax or email + attachments Classification based on type and file number Extraction of relevant data + validation Export of documents + metadata to I.R.I.S. DMS and Record Bank s back-end application (both synchronized) Page 10
Why Change? Benefits across your business Greater control _ Reduced costs _ Greater efficiency & productivity Boosted competitiveness Reduced Risks _ Manages the complete document flow Enable full digital processing Ensure end to end information security Location-independent information access Reduce time consuming and lowvalue operations Optimize workforce utilization Reduce archiving space Speed Up Process times (>20%) Accelerate Revenue Stream Improved access to information Eliminate the issue of lost data Reduce client response times between mortgage loan application and approval Increase client satisfaction with swift and simplified application process Meet the most demanding compliance requirements: security, traceability, data retrieval and sharing Facilitate data backups Page 11
Why I.R.I.S.? I.R.I.S. solutions Your benefits Time saving Files are easier to retrieve No need to reencode data or retype text Customer satisfaction Better reactivity More accurate information Employee satisfaction Information is better shared Fewer frustrations due to manual repetitive tasks Cost saving Less paper, print, postal fees, storage space Improved productivity Risk management Archived documents don t get lost Ready to be presented in case of audit or conflict Page 12
Perfecting the Process 4 Key Success Factors 1. Architecture Design 2. Infrastructure 3. Project Governance 4. User Change Management Insight in Information and Process Flows Automation requires Business Rules Integration with core application increases productivity gains Performance Disaster recovery & Business Continuity Close collaboration is key to success Roles and responsibilities Resistance to change is mostly underestimated Internal and External focus (employees, agencies, brokers, customers) Page 13
I.R.I.S. and Finance Institutions Page 14