TIBCO preserves personal banking in the digital world by using Azure

ABN AMRO is a personal bank that’s committed to playing a serious role in society. It’s focused on inclusion, sustainability, and daily banking while keeping the human aspect in front of everything it does.

The challenge for ABN AMRO was a desire to use cloud technology to improve the customer experience, but the company wanted the personal part of banking to be preserved, digitally.

One company is using technology to keep financial services personal by connecting data sources seamlessly so that customers can access their money on the go with ease. TIBCO Software Inc., a business unit of Cloud Software Group, unlocks the potential of real-time data to make faster, smarter decisions. Its platform intelligently unifies data for greater access, trust, and control, and it confidently predicts outcomes in real time and at scale.

Change makes sense

TIBCO’s software primarily services the financial industry to transition data from on-premises to the cloud. Because the organization believes in putting people first, partnering with its banking customer, ABN AMRO, was an ideal fit.

For the bank, about a quarter of all customer service calls are related to status updates, so it wanted to automate and streamline customer communications. This means connecting hundreds of applications to gain an accurate view of client statuses and exposing them to the bank’s customer relationship management system and mobile banking app.

After building and maintaining infrastructure over several decades, ABN AMRO had many systems and applications to modernize and scale toward the digital future. Years of evolving business operations and growth, in addition to mergers that fragmented processes and communications, made systems costly to maintain and evolve. Additionally, not all systems were interoperable, causing ineffective ways of working for employees. Without enterprise oversight on automation, its departments operated in silos using different technologies and processes.

Through its partnership with TIBCO, ABN AMRO set core goals to accelerate its process automation agenda, including:

• Composability so that architecture would be modular to mix and match business functions for agility.
• Hyperautomation with cloud-native capabilities and tight interoperability.
  
  

It also has a Microsoft Azure–first policy that mandates everything should move to Azure unless there is a good reason not to.

TIBCO is a member of the Microsoft Partner Network that specializes in Azure-based transformations. So, TIBCO is supporting the initiative to automate more than 90 percent of all processes across the entire organization. TIBCO Cloud Integration provides organizations with a way to empower anyone in the organization to connect any system or data source, and it orchestrates business processes such that they seamlessly act as one. This was designed to maximize the benefits of modern cloud-native architecture with Azure. Together, the combined capabilities of Azure and TIBCO Cloud Integration are helping ABN AMRO build modern applications and quickly respond to rapidly changing business needs.

With TIBCO and Azure, ABN AMRO can move its complete stack toward the cloud and standardize the way it offers TIBCO’s platform to business IT teams. With this Azure-first approach, engineers can quickly and easily orchestrate automated workflows across people, bots, and systems.

By implementing hyperautomation strategies, ABN AMRO can augment its human resources to eliminate key challenges faced by financial services providers, such as reducing financial crime and manual processing and improving customer experiences.

Offering solutions with Azure

ABN AMRO’s goal is to create a seamless experience for the customer and employee and to be a personal bank in the digital age for now and in the future. It understands that to be successful in today’s competitive banking environment, customers should be able to do their banking at their convenience, whenever and wherever they are.

Says Erik Beverlo, Director of Process Automation at ABN AMRO, “We want to be a personal bank in a digital age, and a key component of this is that we want to digitize 90 percent of our end-to-end processes by the end of 2025. That’s quite a challenge.”

Previously, for example, the bank had to manually transfer payment instructions in envelopes and vans to different branches in one of the countries it operates in, creating a wait time of up to 48 hours with lots of paperwork and delays. With current digital processes in place, finalizing paperwork for manual payment processing takes only seconds.

With the combination of Azure and TIBCO, it modernized and automated hundreds of processes, enabling powerful IT and business collaboration, accelerating client management, reducing operational time and costs, and enhancing customer satisfaction. Azure helped centralize everything by establishing a core base of services that could address the needs of the business.

For hyperautomation, centralization was key. By using a combination of integration and business process management capabilities with Azure, ABN AMRO was able to automate and orchestrate its processes.

Lucrative decisions

TIBCO and ABN AMRO will successfully transition the organization to Azure by mid-2023. However, some processes were created in fewer than five minutes. Through this transformation:

• The bank’s new composable business architecture shifted its view from a siloed world to now thinking about end-to-end processes.
• The combination of Azure and TIBCO drives the agility and innovation needed in the disruptive banking business.
• ABN AMRO uses TIBCO Intelligent Automation capabilities to eliminate key challenges faced by financial service providers, such as reducing financial crime, manual processing, and improving the customer experience.

Banking on the future

Banking transactions are now swifter and smoother. Customers receive credit cards in a couple of days, a process that used to take weeks. They can bank from their mobile devices anytime, anywhere. Loan processing is faster and smarter than ever, increasing company efficiency and improving client management. With TIBCO integration and analytics solutions, ABN AMRO automated its operational end-to-end processes.

“We’re helping our colleagues working in detecting financial crime to optimize and digitize their workflows by using hyperautomation. By connecting the process and integrating it with our corporate website and document capabilities, we’re enabling clients to upload documents and orchestrate the process via multiple systems, freeing up a lot of manual effort,” says Beverlo.

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