Case Study: Kapital Bank achieves automation of 95 processes and faster customer service with ELMA365

Automation of front and back office processes of the largest bank in Azerbaijan

Kapital Bank, Azerbaijan’s largest bank with 90 branches and more than 2 million customers, faced a fragmented IT landscape (including an Oracle FLEXCUBE upgrade), many point-to-point integrations, slow process support and frequent human errors. To standardize and speed up front- and back-office operations, the bank chose the ELMA business process management system (ELMA365) to drive a large-scale process optimization and automation project.

ELMA365 ran a two-month pilot and completed a full rollout in five months, automating over 95 processes, integrating with 40+ services, and deploying automated workplaces for 1,300+ users across all branches. ELMA365 now processes about 240,000 transactions weekly (≈1 million process instances monthly), reduced manual tasks and human errors, shortened employee training time, and created a single access point for bank services—delivering clear operational and customer-service improvements.

Kapital Bank

Farid Guseynov

Deputy Chairman of Board