Customer Solution Case Study

YES Bank Leverages SharePoint for Process Automation, Real Time Intelligence

OverviewCountry or Region: IndiaIndustry: Banking

Customer ProfileYES Bank is India’s fourth largest private sector, state-of-the-art, customer-centric, service-driven bank. It has a network of over 400 branches across more than 275 locations, with 675+ ATMs.

Business SituationYES Bank wanted to automate processes to reduce turnaround time for its customers, improve efficiency and make real-time business intelligence available for its employees.

SolutionYES Bank chose Microsoft SharePoint 2010 to automate 150 processes, get real-time business intelligence and to make it easier for people to work together. This increased efficiency reduced turnaround time and helped serve customers better.

Benefits Process automation lead to 40%

reduction in turn around time Decision making speeds up by 70% Faster on-boarding of employees Availability of BI to the last mile

ensures far greater insights

“Microsoft SharePoint was a mature product and had several tried and tested use cases in the market. We carried out a PoC (proof of concept) and found that it fitted well in our scheme of things.”

Amit Sethi, CIO, YES Bank

Since its inception in 2004, YES Bank has evolved into a full-service, commercial bank that has steadily built corporate and institutional banking, financial markets, investment banking, corporate finance, branch banking, business and transaction banking, and wealth management business lines across the country.

Being a people-driven enterprise, YES Bank wanted to provide a highly efficient customer service platform and also facilitate its employees with real-time business intelligence. To make this happen, the bank needed to automate its processes and create a single, user-friendly and collaborative platform. Post the deployment of SharePoint, YES Bank has increased process efficiency through automation, gained visibility into different processes for improved and faster decision making, whichin-turn will reduce the turnaround time.

SituationThe manual process, including the account opening, at YES Bank not only consumed more time but also caused delays to its customers. The tracking of the entire process – right from getting the filled-in forms to approving them – was manual. It took 5-7 days for an account to open. Also, there was limited visibility in the approval process. In the absence of automated business processes, YES Bank felt the need to ramp up efficiency, reduce turnaround time and enhance customer satisfaction.

The bank also wanted its employees, spread across various locations, to work in a more cohesive manner.

“This is where the role of a collaborative platform becomes crucial. It enables interactions to be recordable and retrievable. As in several other large organizations, we were also using email as a collaboration tool. However, being personalized in nature, it was not proving to be effective. The need of the hour was to deploy a collaborative solution that could enable structured workflow, documents, analytics and also MIS,” explains Amit Sethi, CIO, YES Bank.

The non-availability of a single repository of all processes, made it difficult for new employees to gain visibility and map the functioning of various departments. Thus, the bank felt the need for a centralized real-time reporting to gain visibility into opportunities and trends as also to support new employees with updated information.

SolutionTo address both its needs of process automation and reporting, YES Bank started evaluating multiple platforms. It identified 3 key criteria to comply with – ease of use, consistent user experience and faster time to market.

“We were looking for a solution that offered simple navigation, consistent user experience and ease of use. Microsoft SharePoint was a mature product and had several successful use cases in the market. Also, there were a variety of system integrators available in the market to support it. We carried out a PoC (proof of concept) and found that it fitted well for our set of requirements,” says Mr Sethi.

A quick deployment put the automation process on a fast track. As Shailendra Naik, Executive Vice President - Technology Solutions Group at YES Bank says, “It took 5-7 months to automate various processes.”

Some of the processes that have been automated include:

• Account Opening Form Process Documentation

• FOREX Reporting Process• NEFT and RTGS Process • New Employee Feedback Process • Operational Risk Incidents

Reporting Process • Compliance Query Process • Demand Draft Print and

Cancellation Request • Client Relationship Partners’ MIS

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In all, 150 trackers have been made live on SharePoint, which were earlier either manual or semi-automated.

By leveraging SharePoint, YES Bank has also built in a few dashboards such as:

• Training Bulletin for YES School of Banking

• Daily Card Rates • Economic and Knowledge Banking • Global Markets Update • Branch BCP Test Confirmation

While change management is always a major challenge for any organization,“Change is never easy. A key driver to any adoption is that the users should see value from a new process. We demonstrated the value of SharePoint to the business, such as better customer service and faster time to market. It also made their (employees) life easy. All this helped in better adoption,” he says.

BenefitsBy deploying SharePoint, YES Bank has been able to increase efficiency, reduce turnaround time and serve its customers better.

Reduction in Turnaround Time by 40%

“Once a process has been identified and we have automated it, we observe a remarkable increase in its efficiency. For instance, automating the account opening functionality has helped reduce turnaround time. Earlier, the process took 5-7 days and now it takes just 3-4 days, which translated into a 40% reduction in turnaround time,” says

Mr. Asit Oberoi, Chief Operating Officer at YES Bank.

Automation Drives Faster Decision-making to the Scale of 70%

In contrast to the earlier scenario, documents are now scanned and uploaded on SharePoint and email alerts are sent to all team members who can approve or add comments. A structured workflow and auditing process is followed for every activity.

“Automation and enhanced level of communication have helped reduce the time consumed from a few hours earlier to a few minutes now. This has given impetus to our decision making ability by more than 70%. Besides, the documents are saved in a central server / folder, which can be located easily, while the workflow helps in tracking and auditing,” says Mr. Naik.

Faster Induction, SmootherOn-boarding

“Earlier, knowledge sharing was a daunting task. If a particular person did not receive a critical piece of information, it led to a delay. Post the deployment of SharePoint, we have created individual discussion forums and personal blogs. It has helped us build a knowledge base,” says Mr. Kapil Juneja, President, Branch Service Delivery at YES Bank.

“Such forums have also resulted in driving employee participation in key initiatives. For instance, we have a well-known drive called electricity savings.

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Those employees who have identified ways to save electricity share the information on discussion forums. These have been adopted as best-practices by other employees,” he adds.

With the ability to easily share ideas and participate in discussions, backed by easy access to information, new employees can gain a better understanding of the functioning of the bank. This has enabled faster and smoother on-boarding for new employees.

Dashboards for Real Time Intelligence

“Creation of rich dashboards that aggregate content from several sources before displaying it in a web browser in an easy-to-use and collaborative environment has helped YES Bank in analyzing the latest and real-time information to quickly identify key opportunities and trends, ” saysMs. Chitra Pandeya, Country Head - Savings Liabilities, Cards and Direct Banking at YES Bank.

SharePoint has enabled YES Bank to provide business intelligence to the last mile and in real time.

Going forward, YES Bank intends to further leverage SharePoint innovatively. “Now that we have automated a lot of functionalities, we will look at how to innovatively change a particular process. For this, we will seek suggestions from various departments to create a true two-way collaboration platform. We also want to use this platform for mobile but we need to study this thoroughly before going ahead,” says Mr. Sethi.

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Microsoft SharePoint Server 2010Microsoft SharePoint Server 2010 is the business collaboration platform for the enterprise and the Web.

For more information about Microsoft SharePoint Server 2010, go to:www.microsoft.com/sharepoint

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For More InformationFor more information about Microsoft products and services, call the Microsoft Sales Information Center at (800) 426-9400. In Canada, call the Microsoft Canada Information Centre at (877) 568-2495. Customers in the United States and Canada who are deaf or hard-of-hearing can reach Microsoft text telephone (TTY/TDD) services at (800) 892-5234. Outside the 50 United States and Canada, please contact your local Microsoft subsidiary. To access information using the World Wide Web, go to:www.microsoft.com

For more information about YES Bank products and services, visit the website at: www.yesbank.in

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.

Document published October 2012

Software and Services Microsoft Server Product Portfolio−Microsoft SharePoint Server 2010