Case Study: DKB Service achieves process transparency and improved customer experience with SAP Signavio

DKB Service Taking a Proactive Approach to Business Process Mapping and Optimization

DKB Service GmbH, a Potsdam-based subsidiary of Deutsche Kreditbank AG with over 1,500 employees, provides business and IT services across the banking group. The company faced fragmented process documentation and siloed teams using different tools and local file storage, which limited transparency and oversight and left process transformation largely reactive rather than proactive.

DKB Service implemented SAP Signavio Journey Modeler, Process Manager and the Process Collaboration Hub to centralize process mapping and enable collaborative customer-journey modeling. The initiative drove a more process-centric culture, improved transparency and control, and helped identify redundancies—results reflected in increased engagement (4,600 hub clicks in one month, >2,000 employee comments) and better customer interactions, satisfaction and retention.

DKB Service

Florian Sturm

Strategic Process Management