Aljosa analyzed the credit card transfer process at OTP Bank in Serbia. He discovered that people filling in at different branches on different days caused most of the delays in the process.
In Serbia, OTP Bank is one of the largest financial institutions, with over 730,000 active clients. Aljoša's focus is on innovation and digital transformation. He applied process mining to several bank processes to explore its benefits.
One of these processes is the card transfer process: Upon the creation of a debit or credit card, OTP bank's clients receive an SMS notification to pick up their card at the branch where they applied to get the card. Some clients wish to have their cards transferred to another branch - due to changes in their neighborhood, city, job, etc. They can initiate a request to send the card to their preferred branch.
This process to send the card from one branch to another should generally occur within 4 days. However, the process mining analysis showed that less than 40% of the cases are finished within the expected time. Aljoša dove deep into the data to analyze the process from different angles. He discovered that a change in the IT system is needed to remove duplicates to lighten the workload. Furthermore, he found that changing the trigger time for the warning notifications would decrease late cases because people filling in at different branches on different days caused most of the delays in the process.
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