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Retail Banking Process Example Chordiant business process models can be used to orchestrate end-to-end business processes that result from a customer or back office request. These process models allow for rapid implementation of consistent processes across multiple lines of business as well as multiple channels. Chordiant process models can also facilitate the integration of legacy systems, data warehouses or outsourced information resources. Chordiant business processes are executed in the Chordiant 5 Foundation and the results are presented to the customer service agent, contact center representative or directly to the customer via a self-service interface. Chordiant business processes can be adapted or changed quickly through the use of Chordiant 5 Business Process Designer or Chordiant 5 Rules Designer to meet the rapidly changing business, competitive and regulatory nature of the retail banking industry. An example of one of the Chordiant business process models can be viewed in several different manners including the Process Description, the Process Function, the Process Diagram and through the interface that presents the guided process to the user. The following process outlines a simple Statement Inquiry that could result from a call into the contact center, a request at a local branch or from a Web self-service interface. Statement Inquiry Process DescriptionThere are situations where customer needs a statement of account before the cutoff date of the current cycle. This process allows for the creation of that statement to be printed in the branch, or sent to the customer. Also, this process will allow a user to order copies of historical statements already sent to the customer. This process provides a rapid response to a customer request, potentially improving the customer experience. Statement Inquiry Process Function Order a partial statement of account activities from the current date backwards to the last regular statement date. Order a copy of previously compiled statements. Order a list of statements and the dates on which they were sent to the customer. Statement Inquiry Process Diagram This diagram shows how the statement inquiry process would run, from the beginning of the customer interaction through to the fulfillment of the request for a custom account statement.
The customer service agent is provided with a guided process interface to complete the request including scripts and prompts so that the correct information is gathered and the customer is fully informed as to the status of the request.
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