Information orchestration is ensuring the right information is in the right place at the right time, in the right form – whether for bank clients, advisors, service centres, competence centres or decision-makers. Although process orchestration is a major part of this, information orchestration goes significantly further. It is based on consistent, orchestrated processes, which are made possible by the Open Platform using the Finnova Business Process Framework (BPF), and the necessary integration.
The flexible and efficient process design with the BPF enables comprehensive automation and extensive monitoring for cross-channel integration of Finnova applications, partner applications, individual solutions and external solutions. The BPF connects clients ith bank advisors and partners, thus enabling cross-channel experiences.
The interplay of the various channels and solutions is illustrated well by the example of client onboarding: prospects initiate the client opening process themselves in the bank's portal. During the client opening, partner solutions for self- or video identification are used via the BPF. Opening in the Core Suite can either take place fully automatically or with prior processing via the Advisor Workbench. The documents required in the process are compiled and prepared in the respective process step with the orchestration of the document management system (DMS) and are then made available to the client in e-banking or in the portal, and to the bank in the archive.
Information orchestration: A step further
Process orchestration alone is not enough. For the right information to be in the right place at the right time, the preparation and display of information for decision-makers – whether clients, advisors or compliance officers – is a further key element. With increasing digitalisation, the amount of data available is also increasing. For informed decision-making, it must be possible to simply assess this data, both in terms of content relevance, and reliability and quality.
Three elements are necessary for this: different forms of analytics, all of them verifiable; presentation in a suitable form when the decision is to be made; and guidelines and actions. Here is an example: If the technical system notices unusual behaviour in a client's e-banking, the client will be informed using another channel (e.g. notification in mobile banking). The service centre will receive a warning message if a larger number of clients is affected.
Key functions such as login or outgoing payments will be blocked and the advisor responsible will be informed. This is where information orchestration comes into play: permanent target/actual comparison, process elements, information preparation and dispatch to the right places. With information orchestration, opportunities can be better used and risks can be identified and dealt with earlier and more efficiently. Optimal cooperation between components is required so that clients and bank employees can make decisions based on the largest possible amount of information with technical support.