Case Study: PostFinance achieves faster account openings and full process transparency with Celonis Process Mining

Celonis Process Mining Helps Keep PostFinance Customers Satisfied

PostFinance, a subsidiary of Swiss Post with 2.7 million private and 300,000 business customers and the largest payment processor in Switzerland, needed to simplify and speed up customer-facing processes as it transformed into a “digital power house.” The bank discovered that its ideal process maps did not match reality—especially for account openings (up to 150,000 per year)—resulting in delays, extra labor and inconsistent regional practices that risked customer satisfaction.

Celonis implemented Celonis Process Mining to pull data from enterprise systems, reconstruct end-to-end workflows (including account openings and SAP purchasing), and visualize process variants and bottlenecks in real time. Using standard connectors and a rapid proof-of-concept, PostFinance rolled the solution out across regions, identified best practices, set internal benchmarks and converted insights into concrete measures—delivering 100% process transparency, resource savings across regions and significantly faster turnaround times.

PostFinance

Peter Lacher

COO