Camunda Implementation at UKRSIBBANK with the Integrity Vision team

Challenges

In 2021, UKRSIBBANK BNP Paribas Group faced serious challenges in the process of processing loan applications for legal entities:

• Credit analysts worked on several platforms simultaneously, manually transferring data, calculating credit ratings, and verifying KYC.
• The lack of standardisation led to uneven quality of application processing and delays.
• Communication between departments was mainly via email, which made coordination difficult and slowed down the process.
• Customers did not receive transparent information about the status of their applications, which negatively impacted their satisfaction and trust.

Business objectives

The bank's goal was clear:

• Reduce the time-to-yes for loan applications from 28 days to 5–12 days.
• Increase transparency of the process for customers.
• Minimise manual work and employee errors.
• Create a standardised, efficient and manageable process for all stakeholders.

Solution

To optimise its lending process, UKRSIBBANK chose the Camunda platform and engaged the Integrity Vision team. The main implementation tasks included:

• Creating a unified working environment: combining all lending activities in a single interface to reduce manual operations and increase efficiency.

• Orchestrate processes: build automated and consistent workflows that reduce the risk of human error and speed up application processing.

• Establish standardisation: define uniform rules and best practices, clear roles and responsibilities for all employees.

• Ensure analytics and transparency: set up dashboards to track KPIs, SLAs, and bottlenecks so that managers can make informed decisions.

• Provide partner support: train employees, advise the team, and maintain contact even after implementation is complete.

«Our clients need their money right now, maybe even yesterday. We need to engage the client and show them the process, allowing them to provide and receive all documents there and then. We need to make the process fast and as simple as possible», — Anna Ivanova, Tribe Lead, Loans for legal entities, UKRSIBBANK.

Results

• Efficiency: time-to-yes for SME applications reduced from 28 to 2 days.
• Improved customer experience: credit offers are sent online, documents are exchanged during implementation, and it is possible to sign and provide information about the current stage of the process.
• Increased employee motivation: less manual data transfer, clear feedback on SLAs, and employees understand the value of their contribution, thanks to accessible analytics.
• Flexibility: quick response to changing requirements or new ideas.
• Strategic insights: dashboards enable informed management decisions and business needs forecasting.

Next steps

• Full migration to Camunda 8 and integration with CRM, ERP and core banking systems.
• Expansion of digital sales to 20% of the loan portfolio for legal entities and an 11-fold increase in the SME portfolio.
• Utilisation of new Camunda 8 features for even greater flexibility, speed, and innovation in customer service.

Together with Integrity Vision, UKRSIBBANK transformed the traditional credit process into a transparent, standardised and efficient one. Implementing Camunda reduced application processing time, increased customer satisfaction and laid the foundation for continuous improvement and innovation at the bank.