The goal of the implemented solution is primarily to support the handling of complaints, to develop a central registry of cases reported by the bank’s customers, as well as to monitor and maintain the temporal parameters of case examination (SLA).
The new solution can shorten the time to resolve a given complaint and maintain communications, tasks and materials of a case in a single system. The system will help manage the process of transferring a case between the bank's units and provide automatic archiving of documents and access to various reports.

As part of the project implementation, a full BPM (Business Process Management) platform has been used, based on which a specialized solution has been designed specifically for the needs of Fortis Bank Polska S.A.
Owing to the use of the BMP platform, processes occurring in the system are created in a dynamic manner. Changes to the process do not require a next version of the system; moreover, they can be performed by a business user without IT support and knowledge. This allows much quicker adaptation and improvement of the organization.
A key element offered by the supplied platform is automation and control of the entire process lifecycle.

A very important part of the project was to ensure access to the measurement of the parameters of process implementation (following implementation). The BPM platform implements this functionality automatically, allowing insight into the various parameters and detailed verification. In this way, Fortis Bank Polska S.A. can easily see which steps are taking the most time, what causes delays in the processing of claims, or why the number of claims has dropped in the last quarter. The BPM platform enforces a look at the process from the point of view of the never-ending monitoring and optimization cycle.

The BPM platform used by Fortis Bank SA Poland is based on a comprehensive solution by Ultimus, the world’s leader in BPM solutions. The diversity of uses and full environment scalability allows it to be used in various aspects of the company's operation. The Ultimus BPM platform provides all the elements necessary for the operation of this type of information systems, ranging from complex programming mechanisms through a user and process management module, to dynamic multi-level reports.

About Fortis Bank Poland SA:
Fortis Bank Poland SA specializes in personal banking services and co-operation with companies. Individual customers are offered savings and investment products and mortgages, corporate customers are provided with solutions for financing activities on the local and international markets.
The owner of Fortis Bank Poland is the Belgian Fortis Bank, which – along with Fortis Insurance Belgium – employs a staff of over 50,000 in 50 countries around the world.
As a result of the fall 2008 events on the global financial markets, the owner of Fortis Bank will be BNP Paribas – one of the largest and, in terms of financial stability, one of the highest ranking banks in the world. Next to Fortis Bank Polska, operating in the same capital group in Poland are also: Dominet Bank, Fortis Lease Polska, Fortis Private Investments Polska and Fortis Investment Management.

About Software Mind:
Software Mind SA is a software house producing and providing software solutions to the global market, offering solutions for the B2B segment in the telco, financial and energy sectors. Software Mind SA plays a major role in the world’s market of semantic technologies. Key clients of Software Mind SA include Garlik, GTECH Corporation, Mach, PTC sp. z o.o., Fortis Bank SA, and BillBird SA. The company cooperates with a range of international partners including GFI, Kabira, and Ultimus.

Press contact:
Software Mind: Monika Błotnicka, monika.blotnicka@softwaremind.pl, tel. +48 512 120 230