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How Crédit Agricole increased profitability and customer experience through automation

Rethinking a time-consuming & error-prone manual process

Sebastiaan Westdijk

OutSystems Developer

By automating a time-consuming manual, error-prone process with OutSystems and BPT, Crédit Agricole lowered costs per loan and upped both customer experience and profitability.


LINKIT expert Sebastiaan Westdijk used his experience and know-how to streamline the project when unexpected wins presented themselves during the project.

The LINKIT challenge: Rethinking a time-consuming & error-prone manual process


Founded back in 1894 in France and grown to become the world's largest cooperative financial institution, Crédit Agricole has many customers who take out loans.


The last few years there was still an old system in place that only partly digitized and automated their processes. This meant there was still a lot of manual work.


Let's say a customer wanted to top up a loan or change a repayment period. Then it became challenging. Because employees would need to go through a time-consuming and error-prone manual process on behalf of a customer.


A process that involved creating and sending a letter for each change,  then guiding & tracking it through multiple internal processes and systems to get the change accepted and everything modified in the systems. These repetitive tasks were very inefficient, added unnecessary costs for departments like customer service, upped the error rate and - in the end - hurt both customer experience and profitability.  

    

THE LINKIT SOLUTION: AUTOMATING THE PROCESS AND PROVIDING A SINGLE DASHBOARD USING OUTSYSTEMS AND BPT


We largely replaced the manual processes by using Outsystems as an integration tool to communicate with all relevant systems involved, like those for mail and customer finances.

Next, we used BPT (Business Process Technology) to build a process that - once initiated - automatically sends the letter to the customer. This happens at least a month before the change is made in the systems itself, giving customers time to respond should they change their minds.

Meanwhile, the employees can now track the progress of all changes on a single dashboard and intervene immediately whenever necessary.

HOW CRÉDIT AGRICOLE BENEFITS


With the manual processes automated, the bank employees don't have to bother with all those tedious, error-prone tasks. They can now concentrate on handling any exceptions and adding real value to the business elsewhere.

Another considerable benefit of the automation efforts? A reduction in errors. This translates into happier customers that don't even need to contact customer support and are more likely to remain loyal or even recommended the bank to their family and friends.  

All this allows Crédit Agricole to cut costs per loan, so they can offer them against a more competitive rate while maintaining a healthy profit margin at the same time.  


HOW THE LINKIT EXPERTS HELPED


OutSystems developer Sebastiaan Westdijk was one of the LINKIT experts involved in the project. "Our team was 6 members strong: 3 OutSystems developers, 1 dedicated tester, 1 scrum master and 1 product owner. As of May 2019, the entire project is going on for 9 months. My subproject lasted 2 months and went live this month. I was the sole developer for the subproject to automate the communication of an interest change," explains Sebastiaan.


"The other devs helped me out by reviewing results and discussing solutions," he continues. "What Crédit Agricole liked was my proactive approach. I asked the product owner for feedback during development instead of waiting for the acceptance test."


"This practical approach meant we stuck to the pre-agreed planning but when we found unexpected quick wins, we went for them. This approach cut development time for the subproject considerably, as I could immediately implement desired changes. This meant the final product was very close to what Crédit Agricole wanted."


Sebastiaan found it's sometimes more efficient to let an employee handle exceptions versus automating them. Crédit Agricole agreed and so several exceptions with a very low ROI are now handled by employees instead. An unexpected win that helped cut development time.

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How Crédit Agricole increased profitability and customer experience through automation

Rethinking a time-consuming & error-prone manual process

Sebastiaan Westdijk

OutSystems Developer

By automating a time-consuming manual, error-prone process with OutSystems and BPT, Crédit Agricole lowered costs per loan and upped both customer experience and profitability.


LINKIT expert Sebastiaan Westdijk used his experience and know-how to streamline the project when unexpected wins presented themselves during the project.

The LINKIT challenge: Rethinking a time-consuming & error-prone manual process


Founded back in 1894 in France and grown to become the world's largest cooperative financial institution, Crédit Agricole has many customers who take out loans.


The last few years there was still an old system in place that only partly digitized and automated their processes. This meant there was still a lot of manual work.


Let's say a customer wanted to top up a loan or change a repayment period. Then it became challenging. Because employees would need to go through a time-consuming and error-prone manual process on behalf of a customer.


A process that involved creating and sending a letter for each change,  then guiding & tracking it through multiple internal processes and systems to get the change accepted and everything modified in the systems. These repetitive tasks were very inefficient, added unnecessary costs for departments like customer service, upped the error rate and - in the end - hurt both customer experience and profitability.  

    

THE LINKIT SOLUTION: AUTOMATING THE PROCESS AND PROVIDING A SINGLE DASHBOARD USING OUTSYSTEMS AND BPT


We largely replaced the manual processes by using Outsystems as an integration tool to communicate with all relevant systems involved, like those for mail and customer finances.

Next, we used BPT (Business Process Technology) to build a process that - once initiated - automatically sends the letter to the customer. This happens at least a month before the change is made in the systems itself, giving customers time to respond should they change their minds.

Meanwhile, the employees can now track the progress of all changes on a single dashboard and intervene immediately whenever necessary.

HOW CRÉDIT AGRICOLE BENEFITS


With the manual processes automated, the bank employees don't have to bother with all those tedious, error-prone tasks. They can now concentrate on handling any exceptions and adding real value to the business elsewhere.

Another considerable benefit of the automation efforts? A reduction in errors. This translates into happier customers that don't even need to contact customer support and are more likely to remain loyal or even recommended the bank to their family and friends.  

All this allows Crédit Agricole to cut costs per loan, so they can offer them against a more competitive rate while maintaining a healthy profit margin at the same time.  


HOW THE LINKIT EXPERTS HELPED


OutSystems developer Sebastiaan Westdijk was one of the LINKIT experts involved in the project. "Our team was 6 members strong: 3 OutSystems developers, 1 dedicated tester, 1 scrum master and 1 product owner. As of May 2019, the entire project is going on for 9 months. My subproject lasted 2 months and went live this month. I was the sole developer for the subproject to automate the communication of an interest change," explains Sebastiaan.


"The other devs helped me out by reviewing results and discussing solutions," he continues. "What Crédit Agricole liked was my proactive approach. I asked the product owner for feedback during development instead of waiting for the acceptance test."


"This practical approach meant we stuck to the pre-agreed planning but when we found unexpected quick wins, we went for them. This approach cut development time for the subproject considerably, as I could immediately implement desired changes. This meant the final product was very close to what Crédit Agricole wanted."


Sebastiaan found it's sometimes more efficient to let an employee handle exceptions versus automating them. Crédit Agricole agreed and so several exceptions with a very low ROI are now handled by employees instead. An unexpected win that helped cut development time.

Als eerste op de hoogte van nieuwe inspirerende cases?

Op dit moment ontvangen 674 mensen direct onze nieuwste cases. Wil je ook direct op de hoogte blijven? Vul hieronder je emailadres in:
Je naam
Je emailadres