• Analysis of current processes and development of target processes

• Evaluation of possible solutions for the digitalisation of Valiant Bank’s customer onboarding and change processes

• Active guidance through the decision-making process

Zühlke guided Valiant Bank through the development of new customer onboarding and change processes, and advised them in their selection of a process automation solution.

Valiant Bank asked Zühlke to comprehensively redesign its customer onboarding and change processes. The second stage called for the evaluation of a software solution for implementing these processes.

To ensure that the new processes increase efficiency and endto-end consistency significantly, from onboarding through to changes, a standardised process structure was developed. This was then applied comprehensively and consistently. The new structure – which is goes hand-in-hand with the IT architecture strategy – increases flexibility, allows for easy adaptation, and takes future digitalisation ambitions into account. The focus throughout was on customer benefit. Numerous interviews were carried out to consider the needs of existing customers and noncustomers as changes were made to the process.

In a comprehensive evaluation process, the criteria for selecting the software was determined and potential products were evaluated before a final choice was made. The aim was to find a thirdparty solution that would be compatible with the new target processes. From this, Zühlke provided Valiant Bank with clear recommendations for choosing a potential software provider and on the make-or-buy decision.