How to successfully automate banking documentation with Osidoc at Arkéa?
370 branches
20 companies
5,000 interactive Osidoc users
Customer context
Prior to Osidoc's involvement, the Crédit Mutuel Arkéa Group, with its 370 branches and more than 20 companies, was facing a number of challenges in industrializing document management at back-office level. The main difficulties were as follows:
Reliance on custom Word templates: The tools put in place by the IT department did not correspond to the needs of end-users. As a result, agencies were using Word templates that were often customized by each user. This led to a lack of consistent graphic guidelines, spelling mistakes, non-compliant documents and standardization problems.
Complex management of letterhead and storage space: Each entity handled by the agencies had to manage its own stocks of letterhead, resulting in costly and complex logistics.
Manual validation and slow processes: Validation circuits involved multiple intermediate printouts, which not only slowed down the customer response process, but also increased printing costs and potential errors.
Information loss and manual entry: Information was often lost in customer files and had to be reprocessed in various third-party application environments such as business applications, Electronic Document Management (EDM), and Business Intelligence (BI). In addition, branch managers were manually entering mail processing statistics into Excel for BI, making the process inefficient and error-prone.
Printing and logistics problems: Each agency used its own local printing facilities and an internal mail service, resulting in high material and labor costs.
The Osidoc intervention
To solve these problems, Osidoc was deployed as a back-office document industrialization solution, bringing major strategic changes:
Centralization and standardization of document templates: Osidoc has replaced the use of Microsoft Word on workstations with a centralized platform where all document templates are updated in real time. This has enabled consistent management of the graphic charter and conformity of content, while avoiding customization errors.
Automation of validation and traceability processes: Validation circuits, previously manual and costly in terms of intermediate printouts, have been fully automated with Osidoc. This automation has enabled full traceability of all correspondence and paperless validation in real time, increasing the efficiency and speed of responses to customers.
Dematerialization and optimization of printing resources: Osidoc has done away with letterhead management and agency mail services. Documents are now either sent by e-mail with attachments or integrated into the body of the e-mail, or printed centrally for customers without e-mail addresses. This optimization has eliminated the need for local branch printers, reducing costs and environmental impact.
Automated data processing and integration: The reprocessing of information in different third-party application environments (EDM, business applications, BI) was automated, eliminating the need for re-keying and the associated errors. Osidoc ensured perfect, consistent integration of the information system in real time.
Automatic collection of statistics for BI: Statistical mail processing data, previously entered manually in Excel, is now automated with Osidoc, improving the reliability and speed of data collection for BI.
Ease of use without specific training: Osidoc has standardized processes for all users, making the tool intuitive and easy to use without the need for specific training.
The results
The integration of Osidoc has enabled the Crédit Mutuel Arkéa Group to achieve significant gains in terms of efficiency, compliance and cost reduction:
Cost reduction and simplified logistics: The elimination of local printers, mail services and letterheads has considerably reduced operating costs and simplified branch logistics.
Faster customer response: The automation of validation circuits and the use of optimized printing resources have enabled us to respond to customers much more quickly and efficiently.
Improved document conformity and quality: Centralized templates and controlled document personalization ensured total content conformity, eliminating spelling mistakes and inconsistencies in presentation.
Traceability and process automation: mail traceability and automated reprocessing in third-party application environments have enabled transparent, consistent management of customer files, while eliminating errors and loss of information.
Integrated, consistent information system: The elimination of manual data entry and the automation of statistical data collection have ensured perfect data integrity and consistency in the IS, providing a real-time view of performance.
In conclusion, Osidoc's intervention enabled the Crédit Mutuel Arkéa Group to transform and industrialize its back-office document management, bringing greater fluidity, speed and compliance, and significantly reducing the costs associated with these processes.
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