Case Study: Bank Simpanan Nasional (BSN) cuts document processing from 4–5 days to under 24 hours and boosts customer satisfaction with Hewlett Packard Enterprise HP Records Manager

BSN - Customer Case Study

BSN (Bank Simpanan Nasional), a Malaysian savings bank serving over 9.5 million customers through 402 branches and 6,200 agents, faced slow, paper-based document workflows that required 4–5 days to courier records to its central office, risking misplacement and poor audit trails. To standardize and digitize records management, BSN selected Hewlett Packard Enterprise and its HP Records Manager solution (with HP IDOL analytics and HP Professional Services).

Hewlett Packard Enterprise implemented HP Records Manager and supported the rollout via HP Professional Services, delivering centralized electronic document processing, consistent taxonomy, built-in controls and backups, and analytics via HP IDOL. As a result, document processing times fell from 4–5 days to under 24 hours, customer service and agent commission turnaround improved, physical storage needs decreased, and audit/compliance capabilities were strengthened.

BSN

Alain Boey

Sr. VP of the Transformation Management Department