The objectives

The goal of the Shared Services team was to standardize their process automation to sell to the business lines that would allow them to work through this backlog efficiently, onboard new lines of business, and eliminate the need for multiple solutions and one-off projects.

They defined process automation as elegant and intuitive digital experiences for employees and customers that simplify data collection while increasing accuracy, productivity, and audit controls. These experiences allow information to be collected and validated while asking intuitive questions based on previous responses and distributing the collected data downstream.

Shared Services called out the following three objectives:

Improve the customer and employee experience to ensure cost-effective, compliant, digitally enabled processes for both sales and services interactions.

Achieve straight-through processing across multiple processes and lines of business by delivering scalable, standardized digitization and automation.

Eliminate the need for paper versions of documents and automate multi-group/multi-step handoffs to achieve “straight-through” fulfilment service.

Selecting a vendor

The bank faced a few challenges when looking for a solution.

Firstly, internal one-off project work was too expensive and time-consuming to build and maintain over time. Those efforts did not scale across the organization nearly fast enough to work through the backlog of projects, onboard new business lines, and make the impact Shared Services was looking for.

Secondly, there were digital solutions on the market that provided the modern, intuitive end-user experience the bank needed. But because those solutions were limited in delivering data and required the complete overhaul of back-office systems, they made the work extremely slow and cumbersome.

The bank's Shared Services team needed a secure, scalable, cloud-based solution that could:

  • Provide a standardized, simple approach
  • Allow them to work differently depending on the requirements of each specific project
  • Work with PDF/JSON/XML and existing workflow management systems, e-signature solutions, and e-composition tools
  • Deliver a modern, intuitive way to interface and collect data from their customers and employees
  • Address their concerns about third-party vendors hosting confidential customer data in the cloud
  • Interact well with their existing technology and be flexible enough to fit various processes and architectural patterns

Finding a solution

The bank invited five globally recognized technology vendors, including IBM and Adobe, to participate in a Proof of Concept (POC) phase. The POC required each vendor to stand up a private environment and build out three digital journeys showcasing a high error rate, complex data collection, and a process that required redundant data. The POC contained rigorous criteria that challenged the vendors to:

Simplify data collection

Remove irrelevant questions from the user's path

Validate the data in real-time at ingestion

Provide users with a fully omnichannel experience

Send the data downstream to be consumed by different APIs while simultaneously completing and outputting multiple PDFs to be sent via SFTP or email

After the rigorous POC phase, Daylight was selected unanimously by the RFP committee and now serves as the foundation of the Shared Services’ smart digital journey. Daylight stood out from the other vendors for a few key reasons:

Speed and precision

The selection committee saw Daylight’s ability to build personalized digital journeys fast, both independently and with subject matter experts. By contrast, the other solutions required specialists to help build out digital journeys. Even then, the process was slow and didn’t meet the bank’s business requirements. The Shared Services group was also impressed by Daylight’s ability to brand and create customer and employee experiences that rivalled or exceeded what they could build.

Flexibility

Adaptability was another key requirement. The other vendors had the flexibility to produce the multiple outputs and integrate with both modern and legacy systems, but not both. The other solutions lacked the modern capabilities that prompted the RFP in the first place, or they were modern enough to be showcased at the customer level but couldn’t:

• Validate information at origination • Output multiple artifacts from a single capture time • Work with their legacy systems (which leveraged PDF) and modern systems

For the client, the flexibility of Daylight’s solution—and the fact that it can output data simultaneously in JSON, XML, and PDF while working alongside Silanis e-Sign and HPExstream—checked all the boxes.

“That flexibility allows us to move with speed across business lines regardless of the specific project requirements,” says the Shared Services lead. “For processes where we can consume the data digitally, the integration is straightforward,” they added. “And for those processes where we aren’t ready to do that yet, we can still improve the customer experience today while slowly working on the back-office system.”

“Ultimately, we saw that Daylight would enable us to, in parallel, service both our today state and our future state, and that was very powerful.”