Shinhan Bank Dramatically Reduces Customer Request Processing Time with 'Process Mining'

[Asia Economy Reporter Kim Hyo-jin] Shinhan Bank announced on the 15th that it will be the first in the banking sector to introduce a 'process mining' solution that can drastically reduce the time required to handle customer request tasks and enable revolutionary improvements in work processes.

Process mining is a data-driven new technology that automatically generates and analyzes an image map that allows a comprehensive view of the entire work process based on users' system usage log data.

By utilizing process mining, the time required to comprehensively analyze the order and frequency of employees' actual work records can be significantly reduced, and through the visualized image map of work records, it is easy to check the workflow, processing time for each task, and bottleneck points, thereby enhancing the speed and accuracy in handling customer request tasks.

Shinhan Bank analyzed 1.1 million work logs over two months from the top 18 branches by workload using process mining and confirmed that corporate loan guarantee certificate consignment issuance and export bill purchase management tasks took more than twice the time compared to other tasks. Accordingly, the bank plans to promote work efficiency through centralization of these tasks at the head office and improvements in IT systems.

Shinhan Bank plans to prioritize analyzing the processing procedures of frequently issued tasks at branches, such as loan applications, new business, and collateral-related tasks, using process mining, and to promote work efficiency that customers can experience through proposing optimal processes for each task and providing alerts for task omissions.

This content was produced with the assistance of AI translation services.