Case Study: Leading Pan‑African Bank achieves process standardization and 90% faster TAT across 22 countries with Newgen Software’s OmniFlow

Process Standardization and Automation Of Account Opening & Fund Transfer Processes Across 22 Countries

The client is a leading pan‑African bank operating across 22 countries with over 755 branches, 779 ATMs and 888 POS terminals. Growth was being constrained by fragmented, manual processes that varied by country, lacked visibility and auditability, had weak forgery controls and struggled to meet central bank regulations — all of which slowed account opening, fund transfers and the bank’s expansion plans.

To address this, the bank implemented Newgen’s BPM platform (OmniFlow) with OmniDocs (DMS) and OmniScan for scanning/digitization, centralizing workflows and document storage while enabling distributed capture at branches. Central processing and a COE streamlined rollout of new processes; results included a 90% improvement in TAT, over 80% higher processing capacity, 95% first‑time‑right, 99% SLA adherence, lower costs, faster branch openings, better customer satisfaction — and a Silver Award for Global Excellence in BPM & Workflow.