The bank needed to centralize and automate its credit card servicing processes which were previously manual. Newgen provided an end-to-end solution to process the 50,000 monthly card servicing requests through automation and integration with the bank's systems. This reduced processing time from 2.5 days to under 2 hours, cutting costs by 6% monthly. Reporting and audit capabilities provided full visibility into card services. The bank aims to expand use of the system to more loan processes.

1. Case Study BANKING
SOLUTIONS N S F OBUSINESS SPROCESS S & & C O N T E N T M AMANAGEMENT
S O L U T I O FOR R B U S I N E S P R O C E S DOCUMENT N A G E M E N T
Enterprise-Grade Credit Card Services
Solution
For a leading bank in UAE
Overview
The client is one of the leading banks in the United Arab Emirates (UAE).
The bank is engaged in providing retail and corporate banking services
through its network of 16 branches in the UAE. The key revenue drivers for
the bank are auto-loans, credit, and personal loan business.
The Challenge
The client is one of the leading The bank implemented Newgen's enterprise document management
banks in the UAE. It has a wide solution for the loan services. For better tracking and monitoring of end-to-
end loan serving requests, the bank deployed Newgen’s BPM solution. The
range of product offerings in
solution provides comprehensive Workflow Management System to cover
every business segment. all the products offered under the umbrella of Retail Loan Service. These
included Personal loans and General Service Requests.
The bank’s credit cards are among the most popular cards in the Middle
East. Therefore, card-related services form a major chunk of the banks’
operational activity. It receives around 50,000 card services requests per
month. These requests include balance transfer, cash back, card block, card
replacement, card upgrade, early card renewal, reissue pin, and transaction
dispute, among many other requests.
The bank’s existing processes to manage card services requests were
largely manual and highly time consuming. The bank needed to centralize
the credit card services requests in order to achieve operational efficiency,
quicker and better customer service, and attain cost benefits.
“ N e w g e n ’s s o l u t i o n h a s
centralized the card servicing Assured by the success of BPM –that enabled its Loans processes, the bank
requests and helped us to decided to extend the system to cover its various Card processes. Newgen
achieve lower operation cost, ensured that the solution seamlessly integrates with the bank’s card
faster TAT with improved processing system and core banking system. Additional requirements
performance excellence for included end-to-end traceability of request and comprehensive audit trail.
better customer service.
Streamlined processes enable The Newgen Solution
the bank to handle large number Newgen provided an end-to-end solution for processing all the card
of servicing requests per month services requests. The solution automates the entire gamut of Card Services
without any manual processes on the existing Newgen BPM platform, viz. OmniFlow.
Newgen solution has automated 21 Card processes. All the Card requests
intervention.”
are received from bank's branches or from the phone banking division. The
branch user or phone-banking department user enters the credit card
number and submits the details. The card details are automatically fetched
from the bank's card processing system and populated on the screen.
After preliminary verification and validation checks, the requests are
introduced in the appropriate workflow and sent for approval at the central
office. At the central office, the requests are processed and appropriate
actions are taken such as exit after successful processing, decline request, or
www.newgensoft.com

2. Case Study BANKING
SOLUTIONSN FOR R B U S I N E S SPROCESS S && DOCUMENT MANAGEMENT
C ONTENT M ANAGEMENT
resend to branch for any corrective action. The requests are printed,
Newgen Software Technologies scanned and archived in OmniDocs for quick reference.
Limited is the market leader in The solution provides support for card services request initiation via bank
Business Process Management (BPM) portal as well as phone, direct update to existing card system through
and Document Management System
seamless integration with OmniFlow, and automatic customer
(DMS), with a global footprint of about
intimation via e-mail. The solution also enables to view various reports
750 installations in over 35 countries.
More than 100 of these like Agent-wise report, card service reports, card status report, card
implementations are large, mission- completion report, card denied report, card volume report, consolidated
critical solutions deployed at world's report, other credit card request reports, etc.
leading BFSI, BPO and Fortune
Global 500 companies. The Benefits
Newgen’s solution provides streamlined processing of card services
Newgen is recognized by distinguished
requests and ensures increased operational efficiency in processing the
analyst firm IDC in its exclusive report
“Newgen Software: Global Leader in card requests. The solution is tightly integrated with Central Credit Card
Business Process Management and Database of the bank and middleware, from where data are fetched
Document Management Solutions.” immediately and verified quickly. The turn around time (TAT) for
With HSBC and SAP investment, processing a request has drastically improved from 2.5 days to less than 2
Newgen is one of the rare product hours, a reduction of almost 97%. Newgen solution supports extensive
companies to have backing of both card processing services and automates the service requests and approval
leading financial and technology processes. The solution ensures lower operational cost by enabling a
companies of the world. paperless process flow.
Winner of prestigious awards, such as
CNBC-TV18 “Emerging India Award Also, the bank uses Newgen's OmniDocs extensively with more than
2008”, Frost and Sullivan's “Market 50,000 documents being archived per month. Automatic archival of
S O L U T I O S F O BUSINESS P R O C E S
Leadership Award for Document documents in the underlying DMS without any manual intervention for
Management System and Workflow printing, processing, scanning and archiving will reduce operational cost
Software & Services” and by around 60000 AED per month.
“Distinguished Application Product With features such as comprehensive audit trails, the solution provides
Company” by NASSCOM, Newgen’s end-to-end tracing of requests.
Quality Systems are certified against
ISO 9001:2008 and Information
Extensive reporting facility provides 360-degree view of the credit card
Security Standard, ISO 27001:2005.
Newgen has also been assessed at services. The process stakeholders and users can immediately get
CMMI Level3. summarized information; as well as detailed analysis on processing of the
card services requests. The solution ensures improved performance
excellence and better customer service, which lends the competitive edge
to the bank as against its competitors.
Newgen prestigious clients include Flexible Newgen solution can be further extended for the complete
HSBC Bank, Deutsche Bank, Hua Nan automation of the card generation processes. The Bank is now looking
Bank, ABN Amro Bank, ICICI Bank, forward to add more loan processes to the system like Loan Against
IDBI Bank, State Bank of India, ING
Vysya Bank, CitiFinancial, RAK Bank,
Investment, Auto Loan and Mortgage Loan.
Bank of Tanzania, Max New York Life,
Bajaj Allianz., Unilever, Philips, GE
Countrywide, EXL, Satyam Nipuna,
iGATE, Core 3, Ranbaxy, GSL, Kenyan
Airways and SEC Phillipines.
Corporate Office US UAE
Newgen Software Technologies Ltd. Newgen Software Inc. Newgen Software Technologies Ltd.
A-6, Satsang Vihar Marg, 1364 Beverly Road, Suite 300 YI 46, PO Box 120586
Qutab Institutional Area, McLean, VA 22101 Sharjah Airport International Free Zone
New Delhi - 110 067 INDIA Tel: +1-703-749-2855 Sharjah, United Arab Emirates (UAE)
Tel: +91-11-4077 0100, 2696 3571 Email: usa@newgensoft.com Email: emea@newgensoft.com
Fax: +91-11-2685 6936
Email: corpmktg@newgensoft.com UK Malaysia
Newgen Software Technologies Ltd. Newgen Software Technologies Ltd. www.newgensoft.com
68 Lombard Street, Plaza Sentral
London EC3V, 9LJ Kuala Lumpur
BK-CS-RAK-01
Tel: +44-207-868 1736 Malaysia
Mobile: +44-78154 96669 Tel: +6017 2527239
Email: intmkt@newgensoft.com Email: asiapac@newgensoft.com