Case Study: Volkskreditbank AG achieves 90% efficiency gain and 10x faster credit deferral processing with Bizagi

VKB Bank responded to an inundation of 100x more credit deferral requests than usual in 2020 with process automation to make it 90% more efficient

VKB Bank (Volkskreditbank AG), an Austrian cooperative bank serving private and midsized business customers, was hit by a sudden 100x surge in credit-deferral requests during the COVID-19 crisis — rising from about 150 requests a year to more than 100 per day — which overwhelmed back-office teams because each case took 40–60 minutes to process.

In just three weeks the bank rebuilt the workflow on Bizagi and used UiPath RPA to automate key steps and link seven legacy systems into one platform; the deferral process now takes about 4–6 minutes (roughly 10x faster), delivering a 90% efficiency improvement, higher-quality data and reporting, easier onboarding, and ongoing plans to automate additional credit processes.

Volkskreditbank AG

Thomas Haugeneder

Expert of Loan Management