Al Ahli Bank of Kuwait

Charbel Nammour, Assistant General Manager, Retail Banking at Al Ahli Bank of Kuwait, said, “We needed to introduce workflow processes to improve visibility and enhance the customer experience. OpenText partner MGS, who has supported us for many years, presented OpenText Content Suite as a potential solution for our requirements. We were impressed by the speed, accuracy and audit capabilities of Content Suite and the potential to integrate it with our core banking system.”

Among the many objectives of the new Content Suite solution, ABK wanted to reduce the time a customer had to wait for an approval or a response to a query. “In some cases, processes that used to take two or three days have been reduced to just hours or even minutes. OpenText Content Suite helped us speed up and simplify processes, eliminating document loss and improving visibility. With documents securely captured, processes are now triggered automatically,” said Laila Ahmed, Area Operations Manager (EDMS Retail Banking Project Manager). For example, the solution integrates seamlessly with Microsoft® Outlook® to enable alerts to be sent via email, for example from a branch location to head office.

With an audit trail captured at every step, it is extremely straightforward to see the document history if queries arise later. To date, approximately 60 key processes have been converted from paper to digital with more planned processes to come.

“Using OpenText Content Suite, collaboration has improved between the various teams and functions in both our branches and in back-office roles,” said Nammour. Not only are customers happier with the new digital solution, staff have also commented on the clear benefits and value of implementing the solution as it helps them better serve ABK’s clients.

Other benefits include faster access to documentation and a reduction in pulling multiple document versions, as well as decreased storage costs and improved productivity.

“We have made significant gains in terms of time savings and with integration into our core banking system, we will maximize cost savings as well,” said Nammour. “We are very happy with the OpenText Content Suite solution and look forward to finding new ways to leverage it in the future.”