Banque Leumi – ou comment le client devient roi

Bank Leumi, a private bank, has improved its customer service and simplified its IT environment by managing digital documents. In an era of widespread shift to electronic media, Leumi did not allow its customers to dock.

Bank Leumi had matured during 2007 its decision to replace paper documents still used by the client electronic files. The officials saw the opportunity to develop a strategic solution to create fundamental long-term benefits for the bank . Leumi would succeed in further improving customer service and make it more effective by rigorous optimization process using powerful technologies of electronic document management. Simultaneously, he was to simplify the IT environment through the establishment of a comprehensive integrated and extensible. It was clear early on that the bank could implement these requirements gradually and in partnership with experienced professionals, for the normal conduct of business should be provided daily.

« The new system OS | ECM provides significant improvements in terms of structure and process optimization as well as security and quality. The bank benefits from this progress as well as our employees and our customers, « said Esther Rolle, project manager at Bank Leumi.

With RR Donnelley, the specialist in document management, the Bank Leumi has finally found the partner it was seeking to implement its requirements. The chunk of the first phase started in late 2007 and completed no later than July 2008, has been digitizing paper archives, the optimization process and required training of staff. In an action that lasted four months, inventories of archives (85,000 documents totaling approximately 600,000 pages) were taken at RR Donnelley Urdorf to be scanned in color. The color markings have been so completely preserved, which ensures full authenticity of documents. All scanned documents were indexed, so that all content can be searched in full text. For the scanning of incoming documents, Bank Leumi has installed its offices in Zurich and Geneva stations scan on which the responsible employees can promptly process customer documents.

The second phase of the project was completed in September 2009 and serves to integrate documents of Client Reporting and the HoldMail, a management application in the mail client bank remaining. Another four million documents with over ten million pages were then prepared and electronically imported or scanned and processed. The documents are all stored in archival format PDF / A.

In the third phase, the incoming SWIFT messages every day in digital form have been integrated into existing processes. Until late 2009, the bank has implemented other useful features such as indexing and archiving digital contracts. The extension measures are also planned for 2010. The success of technical innovations and extensive organizational, such as the commissioning of the new solution for archiving and scanning, depends mainly on their acceptance by employees. Of the 140 people who work at Bank Leumi, about 110 in fact use this new system or its applications. Fully prepared by measures of training and support and after a brief adjustment period, the staff appreciates today the new work environment and her new role as an indispensable aid to reducing the workload and noted an improvement substantial quality. The initial skepticism with regard to the transition from paper to digital documents was quickly overcome. Esther Rolle, project manager at Bank Leumi said in particular that not only the young employees of computer enthusiasts, but also their older colleagues had welcomed the changes and enjoyed a lot of work with the new system.

After the first two phases of the project, we already have substantial savings of 20% on costs plus operating efficiencies and quality of the same order of magnitude, a significant increase in the quality of service and improvements in the working environment of employees. The project and the collaboration between Bank Leumi and RR Donnelley have held very constructive way. Gerd Lobmeyer, director project manager at RR Donnelley summarized thus: « In any structure that has developed over time, success or failure of such drastic change is in motivating employees to cooperate and s’ involved. In this project we have succeeded with our client, not only to involve employees, but also to create them a new and better working environment through the development of compelling solutions in a spirit of cooperation and mutual trust .

The requirements of this project are:

• Improving Customer Service
• Remove paper records
• Grouping all archives
• Introduction of electronic customer records
• Document protection against loss
• Consolidating the IT system environment
• Integration of Zurich and Geneva

The interim report is conclusive:

• The customer service was improved
• The full text search saves time
• The collaboration between the branches is going better
• Savings in working time / travel expenses were made
• Customer correspondence is archived automatically
• Costs have been reduced
• Decrease archive / archive space

In a third phase of the project will be completed in late 2010 it is planned to add functionality to the archiving and fax extension of indexing data for traceability documents. Other plans are already designed to provide for the introduction of support workflow, such as invoice processing. Then there are plans for archiving e-mail, Office integration and document retrieval. Vus in terms of corporate strategy, these are all the more important they may be a requirement for integration with a CRM solution.

Bank Leumi
Bank Leumi (Switzerland), is headquartered in Zurich and has a branch in Geneva. Founded in 1953, the company employs 140 employees. It also maintains an office in Israel. The bank is part of the Leumi Group, the largest Israeli bank with subsidiaries worldwide and assets under management of over 189 billion dollars U.S.. Leumi Switzerland has headed since January 2008 by A. Zaidenberg (CEO).
www.leumi.cH

RR Donnelley
RR Donnelley is a Swiss company specialized in electronic processing of invoices and records management and is present in Urdorf Zurich and Geneva-Carouge. The group is active in over 60 countries, where it employs 60,000 people. It is listed on the NYSE under the symbol DRP.
Your contact in Switzerland:
Michel Baumann michel.baumann @ rrdonnelley.ch, Tel. +41 79 410 23 73
www.rrdonnelley.ch