How does a financial institution like Intersolve use BPM Online?

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Process management as a foundation for a financial institution

Intersolve was founded in 1996 and is a leading service provider in the area of gift cards, loyalty programs, e-vouchers, e-wallets, and electronic payments. Intersolve has been actively engaged in process management for over a year and uses Sensus BPM Online.

Last year we interviewed Thijn Winter, Process Manager at Intersolve, to ask why Intersolve chose Sensus BPM Online: “After trying a lot of trials, Sensus BPM Online actually did exactly what we wanted. It is a complete software application for process management that is not complicated and very clear.” For this article, we were allowed to interview him once again. How is process management at Intersolve doing now? You can read it in this article.

Why did Intersolve start with process management?

Thijn emphasizes several reasons why process management is essential. “Intersolve is a financial institution. For such an organization, it is important to clearly document how processes and procedures are structured and how they connect with one another.” But according to Thijn, that is not the only reason why process management is important. “In the current labor market, there is a lot of turnover; people often stay in the same position for only a short time because new opportunities quickly present themselves. We noticed the effects of this here as well, since the methods and knowledge of departing employees left with them.” Thijn explains that this posed an obstacle when onboarding their successors. With well-documented processes, he aims to solve this problem. “It offers new colleagues a clear overview of how processes work, including the associated work instructions and steps. This allows them to get up to speed quickly and ensures that knowledge is retained within the organization.”

A feasible level of detail

Finding the right level of detail for information when documenting processes proved to be a challenge. “What belongs in a procedure, what in a policy document, and what do you specifically document in Sensus?” Thijn explains that in the beginning he went too far by trying to include everything: from IT risks and control measures to all relevant laws and regulations. He soon realized that these details are part of policy documents that Intersolve uses for the aforementioned risks. Therefore, he sharpened his focus: he uses Sensus exclusively for work processes, with a clear division of responsibilities and with the steps of who executes what and when. “This prevents an information overload.” According to Thijn, this simplicity ensures a clearer and more workable Sensus BPM Online.

Good process management requires time and attention.

According to Thijn, a requirement for successful process management is the appointment of someone who can focus on this completely. “What I often see at other organizations is that they try to tackle process management as a shared task. In practice, this means that it gets left on the shelf because people prioritize their daily work. It is crucial to have someone on staff who can fully immerse themselves in process management and guarantee its continuity.” This person acts as a kind of director who maintains an overview, distributes responsibilities, and ensures that the description and improvement of processes run smoothly.

Consciousness in the organization

Thijn indicates that his colleagues are willing to cooperate, whereas initially he expected more resistance. “Although fortunately this is not the case, I sometimes notice that colleagues do not always have a clear picture of what process management entails and what they can expect from me.”

Thijn recommends organizing an information session to clarify what process management entails and what its purpose is. This prevents misunderstandings, such as the impression that a process manager is responsible for improving individual processes. “Sometimes I hear: “Hey Thijn, I have a process here, can you improve that?” But that is not how it works. I am not the designated expert to improve processes; that is the responsibility of the process owners.” According to Thijn, it is important that the organization communicates to the staff that process management is a long-term strategy and not a one-time solution. The initiative lies primarily with him; he is the one who must initiate and shape process management within Intersolve, but the process owners are there for the substantive correctness.

Future

An important focus area on Intersolve's roadmap is increasing insight into process performance. Within many teams, there are currently still opportunities to define clear and relevant KPIs that align with their activities. Where KPIs already exist, they can often be further expanded or refined. Sometimes indicators are used that provide less insight into the team's performance or upon which the team has limited influence. By identifying and measuring the right KPIs, it becomes clear how processes are performing and to what extent set goals are being achieved. This contributes to improving processes and achieving better results. Sensus BPM Online will support Intersolve in achieving this goal in the coming period.

We would like to thank Thijn for participating in this interview. His insights and dedication clearly demonstrate that he is well on his way with process management within Intersolve. It is inspiring to see how he works with a focused approach to improve processes and achieve sustainable results. We look forward to the further steps he will take and the impact his efforts will have on Intersolve.

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