Bank of Georgia is Utilizing No-Code Innovative Power to Revolutionize Operations for Unprecedented Efficiency

Bank of Georgia is the primary operating subsidiary of Bank of Georgia Group, a UK-based holding company. The organization is listed in the premium segment of the main market on the London Stock Exchange and is a constituent of the FTSE 250 Index. The group comprises a retail banking and payments business, as well as a corporate banking and investment banking business.

Bank of Georgia is committed to providing exceptional service while addressing the diverse needs of its customers, the bank has continually evolved, expanding its reach and enhancing its offerings. Following its customer-focused and technology-driven strategy, Bank of Georgia sought a strong solution to support its growth and ensure future success. Consequently, they turned to Creatio no-code platform and a partner, Sales’Up, looking for a dynamic solution capable of supporting its expanding operations and delivering unparalleled service.

Bank of Georgia and Creatio’s partner, Sales’Up, have been shaping the bank’s operations with no-code power over the past few years. Driven by their commitment to innovative technologies, their journey with the platform intensified in response to the global pandemic, prompting them to fully embrace a digital experience for their customers and employees.

The bank’s commitment to innovation is a critical factor in its success. The organization has launched numerous digital projects in recent years, solidifying its leadership position in Georgia's banking sector. This progress has spurred substantial growth and highlighted the need for further technological advancements.

One of the priority projects in Bank of Georgia's digital transformation was automating internal services. The need for these changes arose primarily due to the teams' difficulties in interaction, which made it hard to determine responsibilities. The lack of a unified system for monitoring and processing created an unstructured environment that led to delays in handling requests and inefficient use of team resources.

Bank of Georgia established a Service Desk with well-defined processes and SLAs to tackle these challenges with the no-code platform. They introduced a unified system to centralize all requests, enabling clear differentiation between development inquiries, complaints and establishing distinct protocols for each type of request.

Centralizing processes and data within a single platform fosters better collaboration and communication and provides greater visibility and control over operations. Now, various departments, including infrastructure, reporting, IT, administration, cybersecurity, cases and claim teams, call center, contact center, and external partners, are capitalizing on the advantages offered by the one-hub environment. Within this environment, employees can log both their own requests and customer inquiries into the system, thus centralizing and streamlining the management of these interactions.

Recognizing the demand for real-time assistance, the bank implemented chatbots to support its internal teams, representing a significant leap forward in its operational support systems. This integration empowered users to initiate chats directly from their self-service portal, ensuring swift resolution of their inquiries. The chatbots were designed to address common queries and guide users through various processes, eliminating the need for human intervention or laborious searches through internal materials.

In line with its commitment to continuous improvement, the Bank of Georgia plans to enhance the chatbots with advanced AI capabilities. This upgrade will enable the chatbots to comprehend and address queries more accurately, making user interactions more intuitive. Leveraging the combined prowess of no-code and AI-driven chatbots, users will enjoy seamless access to the bank's knowledge base, receiving comprehensive responses in an instant.

The Bank of Georgia implemented an innovative archival system using no-code technology to enhance operational efficiency and manage extensive data. With the assistance of Sales'Up, the bank effectively duplicated Creatio, dedicating the copied version to store archival information. The two systems are integrated, facilitating seamless communication and efficient transfer of the old data to an archive server. This optimization improves the production server's performance while maintaining quick access to archived data.

Given that the bank's contact center database has reached approximately 2 terabytes and generates over 1 million entries annually, streamlined data management was crucial. By collaborating with Sales'Up, the bank securely houses all production data and automatically moves old data to the archives, where it is subsequently deleted from Creatio. This eliminates the need for additional data administration. The integration ensures easy access to historical data when needed, significantly enhancing system efficiency and operational effectiveness.

Bank of Georgia seamlessly integrated its HR system with Creatio to better serve its employees. This integration streamlined the management of tasks such as providing employee access, assigning responsibilities, and granting approvals for rights management and information security protocols. With data flowing directly from the HRMS into Creatio, managers and responsible groups could efficiently handle approvals, requests, and manage access without extensive email communication. This integration simplifies the onboarding journey, from setting up workstations to coordinating with various departments, ensuring smooth and efficient onboarding for new hires. Additionally, it centralizes all cases within the business process management system, enhancing support and providing quicker response times for employees.

The primary aim of the digital transformation initiative was to consolidate various Bank of Georgia systems onto a single, cohesive platform, thereby significantly enhancing internal service efficiency. By leveraging Creatio as the core system, alongside Jira, email, Telephony, partner systems, HR, and more, the bank facilitated the integration of all systems into a unified access point, which expedited routing and processing.

Following Creatio no-code platform implementation, there was a notable 127% increase in proceeding change requests within the first year alone and the bank's team efficiently manages approximately 1,000 requests daily, underscoring the effectiveness of the consolidated system.

The integration of technology and data, along with a customer-centric approach, has become the enablers of the Bank of Georgia's operational excellence. Beyond these foundational elements, the bank has leveraged numerous additional features within Creatio to fully maximize its capabilities and ensure its ongoing success, such as:

Bank of Georgia's decision to revamp its internal service operations demonstrates a proactive approach to enhancing efficiency and effectiveness. Thanks to all the improvements mentioned above, the bank has introduced a comprehensive case management system within the Creatio no-code platform. The pool of solutions implemented by the Bank of Georgia, such as integrations, automation, workflows, service desk, a self-service portal, service desk, and more, allows seamless issue resolution and change implementation across various departments. This cohesive approach enables the bank to handle tasks such as approving new products and managing user requests more efficiently. By consolidating these processes within Creatio, the bank has reduced its dependency on email communications, resulting in smoother operations and improved efficiency.

Bank of Georgia's decision to revamp its internal service operations demonstrates a proactive approach to enhancing efficiency and effectiveness. Thanks to all the improvements mentioned above, the bank has introduced a comprehensive case management system within the Creatio no-code platform. The pool of solutions implemented by the Bank of Georgia, such as integrations, automation, workflows, service desk, a self-service portal, service desk, and more, allows seamless issue resolution and change implementation across various departments. This cohesive approach enables the bank to handle tasks such as approving new products and managing user requests more efficiently. By consolidating these processes within Creatio, the bank has reduced its dependency on email communications, resulting in smoother operations and improved efficiency.