Chinatrust Commercial Bank

Finance/Banking - Asia/Pacific

Building a Flexible Platform for Critical Business Applications

Centralized process and document control ensures integrated contract and cost management

The Business

Chinatrust Commercial Bank (CTCB), founded as China Securities Investment Corp. in 1966, has evolved along with the growth and metamorphosis of Taiwan's financial market and local economy. In 2009, CTCB had 145 domestic outlets and more than 4,300 ATMs installed nationally. With a base of deposits and assets in the trillions of dollars, CTCB has surpassed all other private banks in Taiwan. CTCB also leads Taiwan in international institutional and retail banking, as well as consumer finance, with 145 domestic and 75 overseas outlets across Asia, America and Canada and 2009 revenue of more than $1.8B USD.

The Challenge

The CTCB Central Managed Services department handles thousands of projects centrally for various lines of businesses in the company, including central billing, outsourcing vendor management, and all marketing activities and contracts.

While CTCB was already using Papyrus DocEXEC to produce billing and credit statements in the local Chinese dialects, it had been seeking an application platform to manage key business processes and establish a centralized repository for all business documents.

A software-based solution to meet CTCB's current and future needs for documents, vendor management and storage required not only integrated process management capabilities but also a comprehensive and flexible platform to seamlessly integrate various existing "island" systems.

The Solution

A Papyrus adaptive case management implementation was selected to achieve a primary goal of efficient control and management of outsourcing contracts and marketing activities, as well as vendor costs.

Starting with the Contract and Cost Management System (CCMS) as the first project, CTCB implemented Papyrus ­WebRepository with the consultative support of FUCO and ISIS Papyrus.

The four-month Phase 1 implementation of CCMS involved moving the outsourcing and marketing contracts to the central contract management repository and providing CTCB with desired vendor management functions and workflow, including review, approval, audit, and devolvement.

With Papyrus WebRepository, CTCB reviews monthly outsourcing cost from the cost management module built into the CCMS.

The Future

CTCB is planning two more Papyrus projects to enhance one of the best personalized credit card billing experiences in Asia ­Pacific:

• Transpromo - Convenient booking system for marketing to select and gain approval for promotion activities to publish on the statement
  
• eStatement - Statement conversion for PDF storage and electronic distribution, as well as billing campaign statistics for marketing insight

Managing Vendor Success

The cost control and vendor management needs of CTCB Retail Banking Division demanded a robust contract management application based on a flexible case management framework.

Within four months, CTCB was able to work with ISIS Papyrus and FUCO Technology to implement a Papyrus application platform that established a foundation for meeting near-term and long-range business needs and compliance requirements.

Using state- and event-driven processes for the CCMS project, Papyrus Adaptive Case Management technology helped ensure that CTCB Contract Managers, Reviewers and Division Administrators had complete role-based access, collaboration and control via the Papyrus EYE graphical user interface (GUI).

Managing each one-time or recurring vendor relationship from Contract Creation and Review through Audit and Termination or Renewal, the CCMS improved both efficiency and control of outsourced service quality, costs and transparency.

CCMS Portal home page (click image to zoom)	CTCB Implementation Chart (click image to zoom)

A Foundation for Operational Excellence

With Papyrus, CTCB has created a flexible application platform to support many of its most critical business operations - integrated, end-to-end functionality and process management for data capture, document production, collaboration and multichannel communications is now available to the entire organization.