GTBank

The Problem

Guaranty Trust Bank plc (GTBank) is an international bank with business outlays spanning Anglophone and Francophone West Africa, East Africa, and Europe. GTBank presently has an asset base of over $3.287 trillion (NGN) and employs over 10,000 professionals in Nigeria, Côte D’Ivoire, Gambia, Ghana, Liberia, Kenya, Rwanda, Uganda, Sierra Leone, Tanzania, and the United Kingdom.

Established in 1990, the Bank’s consistent delivery of innovative financial solutions and exceptional customer experiences has enabled it to record year-over-year growth in clientele base and key financial indices since inception. Recognizing a need to meet growing customer demands, GTBank adopted ProcessMaker as an enterprise solution.

Before ProcessMaker, GTBank’s internal business processes operated on an outdated management suite. The previous vendor’s product architecture and point solutions weren’t delivering the level of customization nor scalability for customers that the bank desperately needed. Eventually, the rising cost yet lack in features became harder to justify.

GTBank had certain must-have features for a new business process management (BPM) system. For example, the bank needed a central processing department at corporate to handle tasks like demographic changes and maintenance. Originally, these critical tasks were happening at individual branches, beleaguering communication and collaboration between departments.

GTBank also wanted to use the system for foreign exchange transactions—or exchanges involving money moving in and out of the country. Specifically, it needed to integrate a new BPM with the Swift Financial Messaging Service. This service generated Telex messages to notify banks upon completion of money transfers. GTBank needed a BPM platform to help receive and approve these requests before initiating the transfer.

The Solution

GTBank required a robust solution able to streamline all of its branches and processes into one platform. The amount of complexity, customization, and power the possible solution required was enormous. ProcessMaker’s intuitiveness and simplicity for use among nontechnical personnel made it the perfect solution for all operational needs. Today, any business unit not involved in central processing or foreign transfers uses ProcessMaker for process automation.

The Value Created

Using ProcessMaker, GTBank staff quickly learned how easy it was to assign cases and complete processes through the new digital system. To date, the institution has increased its processes by almost 30%, from 161 to 204. By handling cases faster at greater volume, GTBank remains consistent in delivering its promise to utmost excellence in banking solutions.

One of the most important processes at GTBank is Term Loan and Term Deposit Booking. Using its previous platform, the bank could only secure approvals—but there were many more intermediary tasks that powered this important banking activity. Working with ProcessMaker, the bank could finally achieve end-to-end automation of this critical process, automating credit products like:

Once GTBank started using ProcessMaker, the platform quickly became the most used application at the bank. The new workflows not only impacted customer-facing activity, but helped revamp their IT department as well. After receiving and analyzing requests, the department now assigns a developer to the case before moving the project to testing and, if all goes well, to production.

Overall, the financial institution now has 7,500 users working 20,000 cases through the system, completing over 4 million cases in six years—that’s more than 150,000 per month. ProcessMaker has redefined how GTBank operates, giving it the tools it needs to better serve its customers and expand its business.