Return on Investment of #190%
At a Glance
Abu Dhabi Commercial Bank (ADCB), with a strong
presence in Consumer and Corporate Banking, is a leading
provider of technology-enabled services. In its objective
towards complete automation of processes, the bank was
in urgent need for a solution that would enable end-to-end
automation of its key business processes and also provide
integration with its existing applications. Newgen provided
the bank with a BPM-enabled workflow platform that not
only helped the bank to automate its processes, but also
allowed seamless integration of the BPM solution with the
existing applications.
• Processing delays and low productivity
• Dependency on physical movement of documents
between branches and departments
• Difficulty in verification process and error identification
due to unavailability of documents
• Difficulty in tracking and monitoring of processes
• Major challenges in incorporating process change
requirements using the existing application
Key Challenges
# Refer “Methodology” section for details on how Return on Investments (ROI) has been calculated* As per data provided by Newgen’s client
1 of 6
Background
Starting its operations in 1985, ADCB has established itself
as the bank of choice for a large number of customers in the
UAE. The bank has been making steady investments in its IT
infrastructure and business automation solutions. Along
with a core system, the bank also uses a card management
system for debit and credit cards, a courier system for
dispatch and tracking of customer documents, and a Short
Messaging System (SMS) application for customer
communications. However, most of these applications and
Key ChallengesArea Key Challenges
Process Related • Physical transportation of documents between departments and branches increased
the waiting time for Central Processing Department, which had to wait for
documents to arrive from branches to start processing
• Delay in indentifying discrepancies as verification was being done only at Central
Processing Department
• Time-consuming process that affected TAT because of :
¤ Duplication of data-entry activities in standalone systems
¤ Time required for searching and extracting of information from different sources
Data Related • High percentage of erroneous data–existing application did not support data
validation and verification at the time of data entry
• Difficulty in compliance management and auditing
Customer Service • High turn around time for account activation–users were unable to initiate account
opening process directly in the core system
• Delays in customer communication–it used to take 4-5 days to inform customer's of
their account activation
Document Related • Difficulty in accessing and tracking of documents
• High risk of documents getting misplaced or lost
• No features to scan and upload images of documents in the system
User Related • Low productivity–the standalone application made the process cumbersome and
time consuming due to work duplication, inability to access data from other systems
and document dependency
• Difficulty in monitoring and tracking user performance
• Challenges in increasing employee efficiency
Key BenefitsArea Benefits*
TATs, processing time and servicing time
Customer Service Quality and Satisfaction
Dependency on physical documents
Volumes of transactions handled per day
More than 70%
For both existing & new customers
100%
100%
2 of 6
“Greater flexibility to amend and improvise processes –allowed the bank to incorporate Islamic banking norms, in a very short duration”
processes were operating without any integration between
each other. The bank wanted a solution which would
provide the platform for complete automation and
integration between processes and existing legacy system.
This requirement was also in line with the bank's
commitment towards technology adaptation for
restructuring programme aimed at becoming the most
preferred bank for both external and internal customers.
Return on Investment of #190%
At a Glance
Abu Dhabi Commercial Bank (ADCB), with a strong
presence in Consumer and Corporate Banking, is a leading
provider of technology-enabled services. In its objective
towards complete automation of processes, the bank was
in urgent need for a solution that would enable end-to-end
automation of its key business processes and also provide
integration with its existing applications. Newgen provided
the bank with a BPM-enabled workflow platform that not
only helped the bank to automate its processes, but also
allowed seamless integration of the BPM solution with the
existing applications.
• Processing delays and low productivity
• Dependency on physical movement of documents
between branches and departments
• Difficulty in verification process and error identification
due to unavailability of documents
• Difficulty in tracking and monitoring of processes
• Major challenges in incorporating process change
requirements using the existing application
Key Challenges
# Refer “Methodology” section for details on how Return on Investments (ROI) has been calculated* As per data provided by Newgen’s client
1 of 6
Background
Starting its operations in 1985, ADCB has established itself
as the bank of choice for a large number of customers in the
UAE. The bank has been making steady investments in its IT
infrastructure and business automation solutions. Along
with a core system, the bank also uses a card management
system for debit and credit cards, a courier system for
dispatch and tracking of customer documents, and a Short
Messaging System (SMS) application for customer
communications. However, most of these applications and
Key ChallengesArea Key Challenges
Process Related • Physical transportation of documents between departments and branches increased
the waiting time for Central Processing Department, which had to wait for
documents to arrive from branches to start processing
• Delay in indentifying discrepancies as verification was being done only at Central
Processing Department
• Time-consuming process that affected TAT because of :
¤ Duplication of data-entry activities in standalone systems
¤ Time required for searching and extracting of information from different sources
Data Related • High percentage of erroneous data–existing application did not support data
validation and verification at the time of data entry
• Difficulty in compliance management and auditing
Customer Service • High turn around time for account activation–users were unable to initiate account
opening process directly in the core system
• Delays in customer communication–it used to take 4-5 days to inform customer's of
their account activation
Document Related • Difficulty in accessing and tracking of documents
• High risk of documents getting misplaced or lost
• No features to scan and upload images of documents in the system
User Related • Low productivity–the standalone application made the process cumbersome and
time consuming due to work duplication, inability to access data from other systems
and document dependency
• Difficulty in monitoring and tracking user performance
• Challenges in increasing employee efficiency
Key BenefitsArea Benefits*
TATs, processing time and servicing time
Customer Service Quality and Satisfaction
Dependency on physical documents
Volumes of transactions handled per day
More than 70%
For both existing & new customers
100%
100%
2 of 6
“Greater flexibility to amend and improvise processes –allowed the bank to incorporate Islamic banking norms, in a very short duration”
processes were operating without any integration between
each other. The bank wanted a solution which would
provide the platform for complete automation and
integration between processes and existing legacy system.
This requirement was also in line with the bank's
commitment towards technology adaptation for
restructuring programme aimed at becoming the most
preferred bank for both external and internal customers.
The Solution
Based on the bank's requirements, Newgen developed a
customized solution, consisting of the following products:
TM • OmniFlow – workflow solution
TM• OmniDocs – document management solution
TM• OmniScan (OmniCapture) – image capture and
indexing solution
In the initial phase, Newgen helped the bank automate one
of its most critical processes, the Account Opening process.
Integrated with the bank's existing core application, the
solution provides easier and faster data exchange across
systems. Buoyed by the results achieved within a short time
of deployment, the bank also implemented and automated
a number of other key processes such as Customer and
Account Maintenance, Term Deposit Initiation and
Maintenance on the BPM platform. At present, the solution
has been implemented across 43 branches of the bank and
supports 706 users. Every month, more than 61,000
documents are scanned and imported into the workflow for
processing. For Account Opening, the system processes
approximately 245 applications every day and can be easily
scaled up to meet any future requirement of the bank.
Account Opening process: The new system allows users
to capture relevant information and customer signoff at the
branches itself before the case files move to the Central
Processing Department (CPD). Instead of customers having
to submit complex forms, the system automatically
generates the required forms. The branches update these
forms online and take customer signoff before uploading in
the system. On completion of the mandatory branch level
activities, the files move to the CPD immediately for further
processing. Through real time integration with the core
system, CPD users directly initiate the Account Opening
process from the workflow solution. Through integration
with the SMS system, the solution enabled the team to
communicate to customers within 10-15 minutes of their
account becoming operational. The solution also generates
the welcome letter within 30 minutes of account activation.
Post account activation, CPD is able to track and monitor
the dispatch of the welcome kits to customers through the
courier system, which has also been integrated with the
workflow solution.
Some of the unique features of the solution were:
Key Features:
• Real-time integration with core system and other
existing applications
• Searching for existing customer record and
comprehensive validation check at the branch level
• User friendly interface
• Direct updating of customer information in the core
banking system through real-time integration
• Generation of complete audit trail to view history of
events taken place for any record
• Display of relevant information from the core application
reducing information searching and retrieving time
• Automatic generation of relevant documents at
different worksteps of the process including the
welcome letter
• Tracking and monitoring of process and user
performance
• Scanned documents can be introduced into the
workflow from any location, providing instant access for
processing and eliminating document-arrival waiting
time
“End–to–end solution enables the bank to process applications, capture customer information, track and monitor the status of debit card generation, process cheque book request and welcome kit dispatch, more efficiently”
3 of 6
Key Benefits and ROI
Benefits accrued to the bank were both direct and indirect.
In addition to reduction in operating costs, travel and
communication expenses, office stationaries, infrastructure
usage, printing and postage costs, the bank also achieved
enhanced employee productivity and efficiency.
Key Benefits• Allowed real-time integration with the bank's core
system and other applications
• Enabled the bank to easily capture extensive customer
information as per “Know Your Customer” norms for
statutory compliance and audits
• Reduced TAT for Account opening and other processes
• Better archiving system, providing better and faster
access to documents and customer information
• Flexible solution, in terms of incorporating changes in
short durations in accordance with business
requirements
• Ease in handling complex processes having multiple if-
else-then condition
• Scalable solution that enables faster rollout of initiatives
and handle increasing business volumes
• Unified interface for all the underlying applications
providing business users with enhanced ease of usage
and perform multiple tasks through single system
access
• Enhanced performance tracking of the business users,
process and TAT
• Extended availability of the solution by providing
secured access to the bank's Direct Selling Agents
4 of 6
The Solution
Based on the bank's requirements, Newgen developed a
customized solution, consisting of the following products:
TM • OmniFlow – workflow solution
TM• OmniDocs – document management solution
TM• OmniScan (OmniCapture) – image capture and
indexing solution
In the initial phase, Newgen helped the bank automate one
of its most critical processes, the Account Opening process.
Integrated with the bank's existing core application, the
solution provides easier and faster data exchange across
systems. Buoyed by the results achieved within a short time
of deployment, the bank also implemented and automated
a number of other key processes such as Customer and
Account Maintenance, Term Deposit Initiation and
Maintenance on the BPM platform. At present, the solution
has been implemented across 43 branches of the bank and
supports 706 users. Every month, more than 61,000
documents are scanned and imported into the workflow for
processing. For Account Opening, the system processes
approximately 245 applications every day and can be easily
scaled up to meet any future requirement of the bank.
Account Opening process: The new system allows users
to capture relevant information and customer signoff at the
branches itself before the case files move to the Central
Processing Department (CPD). Instead of customers having
to submit complex forms, the system automatically
generates the required forms. The branches update these
forms online and take customer signoff before uploading in
the system. On completion of the mandatory branch level
activities, the files move to the CPD immediately for further
processing. Through real time integration with the core
system, CPD users directly initiate the Account Opening
process from the workflow solution. Through integration
with the SMS system, the solution enabled the team to
communicate to customers within 10-15 minutes of their
account becoming operational. The solution also generates
the welcome letter within 30 minutes of account activation.
Post account activation, CPD is able to track and monitor
the dispatch of the welcome kits to customers through the
courier system, which has also been integrated with the
workflow solution.
Some of the unique features of the solution were:
Key Features:
• Real-time integration with core system and other
existing applications
• Searching for existing customer record and
comprehensive validation check at the branch level
• User friendly interface
• Direct updating of customer information in the core
banking system through real-time integration
• Generation of complete audit trail to view history of
events taken place for any record
• Display of relevant information from the core application
reducing information searching and retrieving time
• Automatic generation of relevant documents at
different worksteps of the process including the
welcome letter
• Tracking and monitoring of process and user
performance
• Scanned documents can be introduced into the
workflow from any location, providing instant access for
processing and eliminating document-arrival waiting
time
“End–to–end solution enables the bank to process applications, capture customer information, track and monitor the status of debit card generation, process cheque book request and welcome kit dispatch, more efficiently”
3 of 6
Key Benefits and ROI
Benefits accrued to the bank were both direct and indirect.
In addition to reduction in operating costs, travel and
communication expenses, office stationaries, infrastructure
usage, printing and postage costs, the bank also achieved
enhanced employee productivity and efficiency.
Key Benefits• Allowed real-time integration with the bank's core
system and other applications
• Enabled the bank to easily capture extensive customer
information as per “Know Your Customer” norms for
statutory compliance and audits
• Reduced TAT for Account opening and other processes
• Better archiving system, providing better and faster
access to documents and customer information
• Flexible solution, in terms of incorporating changes in
short durations in accordance with business
requirements
• Ease in handling complex processes having multiple if-
else-then condition
• Scalable solution that enables faster rollout of initiatives
and handle increasing business volumes
• Unified interface for all the underlying applications
providing business users with enhanced ease of usage
and perform multiple tasks through single system
access
• Enhanced performance tracking of the business users,
process and TAT
• Extended availability of the solution by providing
secured access to the bank's Direct Selling Agents
4 of 6
Other Benefits
• Improved productivity and efficiency of employees –
with reduction in non-core activities, branch executives
are able to cross-sell other products
• Improved quality of data being captured through in-
built validations and checks
• Removal of work duplication by restricting data entry at
the branch operations only
• Identification of discrepancies at an earlier stage and
their faster resolution through checking and validation
utilities while doing data entry at the branch level
• Scaling up of operational activities, enabling the bank
to keep pace with business growth and demands
• Improved customer satisfaction through quicker and
better servicing, reduction in the requirement of
physical forms, and reduced customer response
timelines
#ROI of 190% has been achieved by the Abu Dhabi Commercial Bank over one year
7 of 8
# Refer “Methodology” section for details on how Return on Investments (ROI) has been calculated
* As per data provided by Newgen’s client
5 of 6
Methodology
The ROI calculation represents the relative value of a
project's cumulative net benefits over the analysis period,
divided by the project's cumulative costs, expressed as a
percentage. In a formula, this can be represented as:
ROI = cumulative net benefit / total costs. For Abu Dhabi
Commercial Bank, the ROI it achieved from the
implementation of Newgen's BPM solution was derived on
the basis of total benefits achieved and investments made
by the company over a period of one year.
Investments include both one time and annual recurring
costs incurred by the bank, for components like:
• Hardware and software
• Implementation and initial license cost,
• Maintenance and production support
• User training
Benefits were calculated by quantifying the returns
achieved through TAT improvements, higher employee
productivity and reduction in various cost heads. In case of
Abu Dhabi Commercial Bank, some of the benefit areas
evaluated were:
• Resource savings – from reduced hirings
• Time savings – reduction in processing time
• Capital expense reductions – savings in expenses such
as facilities, workstations, rentals
• Productivity benefits – increase in volumes of
transactions processed per day
The above mentioned data and information was sourced
through the following:
• Primary Research (customized questionnaire)
• Secondary Research (Third Party Industry Reports and
Deloitte Global Benchmarks and Survey Reports)
6 of 6
Other Benefits
• Improved productivity and efficiency of employees –
with reduction in non-core activities, branch executives
are able to cross-sell other products
• Improved quality of data being captured through in-
built validations and checks
• Removal of work duplication by restricting data entry at
the branch operations only
• Identification of discrepancies at an earlier stage and
their faster resolution through checking and validation
utilities while doing data entry at the branch level
• Scaling up of operational activities, enabling the bank
to keep pace with business growth and demands
• Improved customer satisfaction through quicker and
better servicing, reduction in the requirement of
physical forms, and reduced customer response
timelines
#ROI of 190% has been achieved by the Abu Dhabi Commercial Bank over one year
7 of 8
# Refer “Methodology” section for details on how Return on Investments (ROI) has been calculated
* As per data provided by Newgen’s client
5 of 6
Methodology
The ROI calculation represents the relative value of a
project's cumulative net benefits over the analysis period,
divided by the project's cumulative costs, expressed as a
percentage. In a formula, this can be represented as:
ROI = cumulative net benefit / total costs. For Abu Dhabi
Commercial Bank, the ROI it achieved from the
implementation of Newgen's BPM solution was derived on
the basis of total benefits achieved and investments made
by the company over a period of one year.
Investments include both one time and annual recurring
costs incurred by the bank, for components like:
• Hardware and software
• Implementation and initial license cost,
• Maintenance and production support
• User training
Benefits were calculated by quantifying the returns
achieved through TAT improvements, higher employee
productivity and reduction in various cost heads. In case of
Abu Dhabi Commercial Bank, some of the benefit areas
evaluated were:
• Resource savings – from reduced hirings
• Time savings – reduction in processing time
• Capital expense reductions – savings in expenses such
as facilities, workstations, rentals
• Productivity benefits – increase in volumes of
transactions processed per day
The above mentioned data and information was sourced
through the following:
• Primary Research (customized questionnaire)
• Secondary Research (Third Party Industry Reports and
Deloitte Global Benchmarks and Survey Reports)
6 of 6
The ROI analysis was commissioned by Newgen and has been done by Deloitte for the the clients provided by Newgen. The analysis was done based
on data provided by Newgen and its client and Deloitte makes no assertions on the potential ROI that other organizations might receive by using
Newgen's solutions. Deloitte has verified the data but due to nature of the study and solution implementation timelines involved certain
assumptions have been made to derive the potential ROI therefore it can impact the accuracy of the data and analysis. This case study is a validation
of the benefits that one of the leading Middle East bank, derived from implementing Newgen solutions in its operational and business scenario and
is not meant to be used for competitive product analysis. The study was commissioned only for calculation of the ROI derived from implementing
Newgen's solutions and not to endorse its solutions by Deloitte.
This document contains general information only and Deloitte Touché Tohmatsu India Pvt. Ltd is not, by means of this publication, rendering
accounting, business, financial, investment, legal, tax or other professional advice or services. This publication is not a substitute for such
professional advice or services, nor should it be used as a basis for any decision or action that may affect your business. Before making any decision or
taking any action that may affect your business, you are advised to consult a qualified professional advisor. Deloitte, its affiliates and related entities
shall not be responsible for any loss sustained by any person who makes decisions based solely on the information present in this publication.
Deloitte, its affiliates and related entities shall not be responsible for any future changes or modifications done to the signed off published
document.
About Deloitte
Deloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss Verein, and its network of member firms, each of which is a legally separate and
independent entity. Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu and its
member firms.
About Newgen
Newgen Software Technologies Limited is the market leader in Business Process Management (BPM) and Enterprise Content Management (ECM),
with a global footprint of about 750 installations in over 35 countries. More than 100 of these implementations are large, mission-critical solutions
deployed at world's leading BFSI, BPO and Fortune Global 500 companies.
Newgen is recognized by distinguished analyst firms like Frost and Sullivan as A 'Hot Company to Watch for' in their global ECM Market report,
2009 and by IDC in its exclusive report “Newgen Software: Global Leader in Business Process Management and Document Management
Solutions”. Newgen is a winner of prestigious award, such as CNBC-TV18, “Emerging India Award 2008”.
With HSBC and SAP investment, Newgen is one of the rare product companies to have backing of both leading financial and technology companies
of the world. Newgen’s Quality Systems are certified against ISO 9001:2008 and Information Security Standard, ISO 27001:2005. Newgen has been
assessed at CMMI Level3.
Disclaimer
Newgen Software Inc.
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McLean, VA 22101
Tel: +1-703-439-0703
Email: [email protected]
Corporate Office
Newgen Software Technologies Ltd.
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New Delhi - 110 067 INDIA
Tel: +91-11-4077 0100, 2696 3571, 2696 4733
Fax: +91-11-2685 6936
Email: [email protected]