Transforming Complex Financial Operations with IBM Cloud Pak for Business Automation
A major financial institution sought to modernize its fragmented operational processes, which had grown increasingly complex across customer onboarding, compliance, lending workflows, and document-heavy back-office functions. Manual tasks, inconsistent process execution, and siloed systems slowed decision-making and reduced customer experience quality.
By partnering with Nexright and implementing IBM Cloud Pak for Business Automation, the organization streamlined operations end-to-end, improved automation coverage across multiple business units, and established a scalable foundation for compliant, data-driven process execution. The result was dramatically improved efficiency, higher process reliability, and a faster digital experience for both internal teams and customers.
Business challenge
The organization’s rapid digital growth led to large volumes of transactions flowing across multiple departments—each supported by different legacy applications, manual workflows, and disparate content management tools. This created bottlenecks, increased risk, and hindered the ability to deliver services quickly.
Key Challenges:
- High dependency on manual, repetitive tasks that delayed customer response times.
- Limited visibility into process performance across departments.
- Multiple legacy systems operating independently without integration.
- Inconsistent decision-making due to non-standardized workflows.
- Compliance and audit complexities stemming from poor traceability.
The organization needed a unified, intelligent automation platform to streamline operations, reduce manual effort, and enable consistent, compliant, and scalable business processes.
Solution
Nexright deployed IBM Cloud Pak for Business Automation to redesign, automate, and orchestrate key operational processes across the customer lifecycle and internal business functions. Leveraging workflow automation, decision automation, content management, and operational intelligence, the institution transformed both customer-facing and back-office processes.
Solution Highlights:
- Intelligent Workflow Automation
Designed and automated complex, multi-step workflows across onboarding, lending, compliance, and service operations. - Decision Automation Engine
Implemented rule-based and AI-driven decisioning models to ensure consistent, data-backed approvals and compliance checks. - Enterprise Content Integration
Centralized document ingestion, classification, and retrieval to eliminate content duplication and reduce processing delays. - Operational Visibility & Analytics
Delivered real-time dashboards allowing managers to track SLA performance, identify process bottlenecks, and optimize workloads. - Scalable Automation Architecture
Enabled containerized deployment for high availability, rapid scaling, and continuous improvement across business units.
Solution components
- IBM Cloud Pak for Business Automation
- IBM Business Automation Workflow
- IBM Operational Decision Manager
Unified Process Orchestration
Automated complex, cross-functional workflows to ensure standardized and error-free execution.
Rule-Based Decision Automation
Replaced manual approvals with automated policy-driven decisions that improved speed and compliance reliability.
AI-Powered Document Handling
Extracted, classified, and validated content from documents using intelligent document processing.
Result
- Improved operational efficiency by 50%, reducing manual effort across critical business processes.
- Cut process turnaround time by up to 60%, enabling faster customer onboarding and service delivery.
- Enhanced compliance accuracy, reducing human errors and strengthening audit readiness.
- Increased capacity for digital services, enabling the organization to scale automation to new business units.
- Boosted employee productivity, allowing staff to focus on higher-value activities instead of repetitive tasks.
Nexright helped us modernize and automate some of our most complex financial workflows. With IBM Cloud Pak for Business Automation, we’ve achieved faster turnaround times, better compliance, and a consistent customer experience across channels. The transformation has set the foundation for scalable automation across our enterprise.
— Chief Operating Officer, Financial Services Institution