AIB began looking for a solution and ultimately opted for DocuWare: "Two main reasons for choosing DocuWare was its seamless connection to our core banking system, iMAL Path Solutions, as well as the experience of their local Authorized DocuWare Partner." Khudairi adds: "In addition, the training required for our employees was minimal. Since we simply access DocuWare via iMAL, we were able to work from the outset with the same core banking system we all knew best."
When specific documents are used for a transaction, such as the opening of a new account, the solution will simply add a customer-specific barcode when printing them out. After everything is signed, they are scanned. DocuWare uses the barcode to recognize the customer and other index terms and archives the documents together in a fully automated manner. "Our employees does not notice any of this technical wizardry on the front end – and simply sees the recorded documents in the customer mask of the core banking system. It was precisely this simplicity that we were looking for in an electronic DMS," Khudairi explains.
If a customer later decides to buy additional financial products, customer service staff can identify which additional documents might still be needed. The coexistence of the systems is crucial, notes Khudairi: "On the one hand, our core banking shows the list of required documents; and on the other, we see existing documents stored in DocuWare – all in the same mask."
Coordinating cross-departmental approvals is much easier today because all customer related documents regardless of their source are archived and made available to all authorized personnel. Documents can also be accessed via the DocuWare interface, where more specific searches are possible - in both English and Arabic.