Customer Story: KBC Bank

KBC Bank enables efficiency levers with QPR ProcessAnalyzer: boosting productivity, maximizing process efficiency, and managing risks from the HQ 



The challenge: lacking transparency into complex processes

KBC Group is an integrated bank-insurance group and one of Belgium's largest companies with over 12 million clients and 40.000 employees. 

As a large multinational company with centralized risk management operations yet local offices in 30 countries, reasons for process failures were often difficult to identify. KBC lacked a holistic, objective, and ongoing understanding of its as-is business processes.  

Without an understanding of how complex business processes are carried out in different locations, KBC would not be able to know where to begin to improve efficiency, increase automation, or enhance customer experience. 

So, in order to successfully navigate the demanding risk management landscape and simultaneously improve operational efficiency from its headquarters, KBC turned to QPR. 

 

The solution: an unparalleled overview of the business  

With the process mining software QPR ProcessAnalyzer, KBC could begin analyzing processes from its headquarters in a dynamic and efficient manner: drill down to different units and locations, analyze process compliance and overall efficiency, and find ways to improve. 

KBC quickly began analyzing sales and credit approval processes, deciding what to automate, locating bottlenecks, and finding root causes for inefficiencies.  

“QPR ProcessAnalyzer is a great way to get your facts together and ensure we all are talking on the same level”, says Maaike Roekens, Credit Risk Model Manager at KBC Bank.

”With the insights from process mining, we can now tackle inefficiency at the headquarters", Sander Van Lombeek, Team Lead, Commercial Credits at KBC Group adds.

QPR ProcessAnalyzer was chosen because it is the only process mining software to truly support the entire enterprise: delivering an unparalleled overview of the business, including relevant insights, bottlenecks, and hidden value, which would allow KBC to make effective, data-driven decisions.   

Why QPR ProcessAnalyzer 

As your business grows, so does its complexity. We offer an enterprise solution that not just keeps up but expands to better serve your growing needs.   

  • Flexible, dynamic, and transparent
  • Processes billions of complex data rows at an unprecedented speed  
  • Easy to set up and use 
  • A modern all-in-one solution that requires no data duplication  
  • Serves the entire enterprise: no need to upgrade each time you want to analyze another process  
  • Unique 1-click root cause analysis  
  • Highly secure and compliant with modern data governance 

Understanding employee performance 

In the past, KBC measured employee performance based only on the number of signed contracts. With QPR ProcessAnalyzer, they could add the time of completing process steps as a factor in performance measurements. Without holistically understanding the factors in the process that take the most time, it is hard to support employees to perform better. 

“We evaluated the performance of 1.000 KBC employees with QPR ProcessAnalyzer to find out what the time-consuming activities in the whole process are,” says Sander. 

qpr-process-mining-visualizes-data-and-process-flows

Reducing operational risks  

With offices in 30 countries, it had been challenging for centralized risk management to find reasons for process violations that occur in any of the 30 countries. 

However, by using the comprehensive Root Cause Analysis to first find out what made certain tasks especially error-prone and based on these insights implement targeted actions such as automating the right tasks and implementing a Four-Eye Principle, KBC has been able to reduce operational risks significantly. 

“QPR ProcessAnalyzer allows us to follow up worldwide execution of processes from the headquarters. With Root Cause Analysis, we found out why certain tasks are often done incorrectly. These insights substantiate our decisions to automate said tasks and implement a four-eye principle.” 

 - Sander Van Lombeek, Team Lead, Commercial Credits, KBC Group 

“QPR ProcessAnalyzer allows us to follow up worldwide execution of processes from the headquarters. With Root Cause Analysis, we found out why certain tasks are often done incorrectly. These insights substantiate our decisions to automate said tasks and implement a four-eye principle.”

Sander Van Lombeek

Team Lead, Commercial Credits, KBC Group

testimonial-author

Faster processes and better service for end customers 

 QPR ProcessAnalyzer has helped KBC to detect many unnecessary manual steps in processes such as their credit approval process. Seeing top automation candidates has helped KBC to focus their automation efforts where they make the biggest impact. 

“Process mining gives us real insights into the sales potential of our employees based on conversation ratios and working time, which helps us to automate bottleneck tasks and increase sales”, says Sander. 

“Based on the process mining analysis, we have started to automate the credit application checking process, so that a software robot collects more information to speed up credit approval decisions”, explains Maaike Roekens, Credit Risk Model Manager at KBC Bank. 

By understanding the real-life process with all its variations, KBC is able to streamline manual tasks, which also contributes to the faster credit acceptance process. 

Increasing sales efficiency

With fact-based insights into both the sales potential of employees as well as the time-consuming activities in the sales process, KBC is able to automate manual tasks – increasing both efficiency and sales. 

“Process mining gives us real insights into the sales potential of our employees based on conversation ratios and working time, which helps us to automate bottleneck tasks and increase sales” says Sander. 

“If you have 2000 people working on selling contracts, like KBC, you quickly get up to very large numbers”, Sander explains. 

“We now avoid unnecessary steps and waiting time between local branch offices and headquarters, which means better service for our end customers.”

Maaike Roekens

Credit Risk Model Manager at KBC Bank

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The results: Faster processes, increased sales, and improved service for end customers

In a short time, KBC was able to activate several efficiency levers and see significant results. QPR ProcessAnalyzer made the process of collecting required data from KBC’s in-house banking systems very easy. Local branch activities are now efficiently benchmarked with similar activities in the headquarters – seeing best practices and complying with them.

Besides laying the foundation for success through the complete transparency provided by process mining, KBC was able to pick many low-hanging fruits in terms of automation, faster processes, and improved employee performance.


“Process Mining is the technology that helps us make data powerful.”

Sander Van Lombeek

Team Lead, Commercial Credits, KBC Group

testimonial-author

A few of the results:

✅ Fewer bottlenecks, increased sales

✅ Better service for end-customers

✅ Easier risk management from the HQ

✅ Improved automation: streamlining and automating the right processes

✅ Simpler data collection

✅ Increased transparency and collaboration

✅ Faster insights: No more waiting between local branches and headquarters

Interview highlights

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