| Major Banking Institution |
| Client |
Major Banking Institution |
 |
| Project |
Custom Application |
Executive Summary:
Aviana has designed, developed, deployed and continues to support custom applications at a large nationwide banking institution. The core application platform developed by Aviana introduced the concept of real-time workflow processing into the bank's archaic mainframe-based customer service environment. |
|
| What Was The Problem ? |
| The Bank did an archaic mainframe based loan processing and servicing system that was: |
 |
Extremely difficult to use and master |
|
Required extensive training investment for customer service reps, |
|
Frequent training was needed as staff turnover was quite high, |
|
Loss of productivity due to lack of any ability to track discussions with customers online, |
|
Lack of any workflow processing features to ensure that customer requests and loan paperwork was handled in a streamlined manner. |
|
| Why Aviana ? |
| Aviana was tasked to design and implement these innovative systems based on its well-recognized expertise in using Microsoft technology for providing custom solutions to Fortune 1000 and other large organizations, as well as its functional knowledge of the financial services sector. In addition, Aviana had prior experience with the design and implementation of other financial applications for many clients, over many previous projects, spread over several years. |
|
| Aviana's Solution |
Aviana designed and implemented an integrated application suite that streamlined and automated the entire loan processing workflow for specific loan products offered by the Bank. Our solution utilized a hybrid PC-mainframe paradigm where the IBM mainframe essentially became "black-box" data server, and the PC-based SQL Server database became the repository of intermediate workflow oriented data. A robust, graphical, client server application written in Visual Basic and Transact SQL to provide a user friendly system that markedly cut down the learning curve and increased productivity many fold, and provided visibility, analysis, and business logic to complicated financial transactions.
The following applications were implemented under this platform. |
| Customer Service Department |
| workflow-enabled hybrid PC client-mainframe application was designed and implemented in VB and SQL Server. This permitted the customer service reps to track their interaction with customers calling about various loan products. This system provided a quantum leap in functionality over their prior mainframe based transaction system (Shaw). |
| Loan Processing Department. |
| A workflow-enabled hybrid PC client-mainframe application was designed and implemented in VB and SQL Server. This permitted the customer service reps to track their interaction with customers who wished to inquire about and utilize the Fixed Rate Loan Option (FRLO) of their Home Equity Credit Lines. This provided a quantum leap in functionality over their prior mainframe based transaction system (Shaw). |
| Batch Automation Engine |
| Designed and implemented a PC-based engine to automate and manage batch processing on the mainframe. Instead of using cryptic mainframe "green screens", and waiting for the overnight processing to identify errors, the new system can edit and prepare batch transactions for a variety of transactions and queue them for overnight processing after conducting fairly extensive data cleansing operations. This traps errors up-front and allows the user to correct them immediately, preventing out of balance situations the next day. The savings are extensive, both in terms of increased throughput and accuracy, and increased productivity per person. |
| Data Mining |
| Designed and implemented a data warehouse for the Bank to provide a complete picture of a customer's relationship over multiple products. The project was implemented for a select group of customers and used to analyze and plan strategy to improve utilization over 50% for the target group. |
| Rules-Based Engine |
Aviana's solution included an embedded rules-based engine that guided the representative's discussion with the customer based on the customer's overall profile with the bank over multiple product lines. This allowed for better targeting of cross-selling opportunities and increased utilization of the loan and other products available to the customer.
The engine also helped to guide discussions with customers who wished to inquire about and utilize different loan products such as the fixed rate loan option of their home equity credit lines and discuss multiple and inter-related scenarios. |
| Environment |
| Windows NT, SQL Server, Visual Basic, AttachMate Extra, C, Transact-SQL, HLLAPI, IBM Mainframe (MVS/ESA, CICS, TSO, DB2 and related tools). |
|
Platform Schematic Diagram
|
|
| Benefits Provided by Solution |
Enhanced the value of the Bank's existing asset portfolio by integrating a view of the customer's entire relationship with the Bank.
Reduced the amount of training needed for each new customer service representative and provided the capability to track the interaction of the customer service reps with customers calling about various loan products.
Provided framework to guide the representative's discussion with the customer based on the customer's overall profile with the bank over multiple product lines.
Increased productivity of batch processing workflow by implementing a user-friendly front-end processor.
Provided extensive savings; both in terms of increased throughput and accuracy, and increased productivity.
Provided valuable insight into individual worker productivity and bottlenecks, workflow issues, load balancing and training needs. |
|
|
|
