SUMMARY:

SUMMARY: Banco República (BROU) put into production in December the Claims Management system with a system implemented by STATUM. After intense work that met the deadlines between July and December, one of the entity's main processes in its daily operations is beginning to be streamlined.
 

INFORMATION:

The work, which involved a joint effort since July with the authorities of the Uruguayan bank, is an adapted version of APIA that helps to go paperless and keep a better record of the number of claims made by the bank's customers.

The project began with a pilot plan with two bank branches, located in Ciudad Vieja and Punta Carretas, which has been successful and plans to expand to the rest of the country's entities.

How is the proccess

The first part happens when the bank official takes the customer's data, sees what credit cards are associated with them and what happened to them.

“The bank's client doesn't waste so much time inside the bank because he doesn't have to fill in all the fields by hand,” said Enrique Schickendantz, functional analyst at STATUM, who was coordinating the project.
This means that there is no need to print papers and that paper then goes through all the offices to start the claim. “It's all electronic and it's done much faster,” Schickendantz said.

When the claim is finished, the client leaves with a copy via email, and the process continues in a second section in the internal sphere of the bank. There begins to analyze whether the claim is valid or not, if it is appropriate to return it to the branch where it was initiated. All this is done electronically and quickly, unlike how it was done until now, which was with papers going from one place to another.

 "An official depended on whether he understood the letter of a piece of paper from another official that came from another branch," added the STATUM representative.

Finally, the process culminates with the accounting of the money to be returned. "This minimizes human error," Schickendantz said.

This solution offered by STATUM to BROU allows the bank to save money. This is possible due to the fact that the bank had to pay fines to the Central Bank for not meeting the established deadlines for responding to clients. “The problem was that they didn't have time to respond to the number of claims they had or because the manual task took too long and didn't give them time to attend to another type of claim,” he said.

In figures

From December to February, 40 claims were filed under this modality. Today there are 30 officials who already know how to use the APIA solution and it is expected that in the future it will reach more than 1,500 officials throughout the country.

Banco República receives 19,700 claims per semester. The largest source of claims comes from credit and prepaid card claims.