Our Customer:

One of the leading Equity Broking Companies in India with PAN India Presence along with combined strength of over 600 offices and over 12 Lac customers

The challenge / need:

• SEBI mandated KYC Registration Agency process with stringent timelines and default penalties.
• In-house management of process leading to a huge backlog and fear of deadline overrun.
• Unregistered Forms which have not been uploaded into KRA application pending to be processed.
• Not a core activity but a regulatory requirement.
• Completion of backlog well before SEBI audit.

Solution:

Dedicated & Trained resources with understanding of KRA process deployed at client site.

Images to be retrieved from database and uploaded into KRA application.

• Data entry of Application forms into KRA application.
• Maker & Checker of the Data entry.
• Process executed as per Customer’s SLAs.
• On site Project Management and improvement of process to improve TAT.

Benefit to our Customer

• Ensured the completion of KRA updation in the required timeline.
• Ensured reduction in TATs.
• End to end project management by WIMS.
• Delivered projects well within SEBI mandated timelines.
• Helped customer focus on core business.

Our Customer:

One of the top General Insurance Company providing insurance solutions to individuals and corporates. They offer a complete range of general insurance products including Motor Insurance, Health Insurance, Home Insurance, Travel Insurance, Lifestyle Insurance and other specialized solutions.

The challenge:

• Customer faced difficulties in handling huge volume of insurance proposals received by their branches mainly because of limited work force.
• There were inconsistencies in daily volume of proposals received at each branch and hence could not plan out work force to scrutinize.

WIMS Solution:

• Dedicated Team trained at Customer’s Branches on their scrutiny process.
• Policies from Customer’s Branches were inwarded & inventorised at WIMS Facility
• Policy documents were scrutinised based on Customer’s set parameters
• Reconciliation of policies issues against policies received
• Daily progress dashboard established
• Web-access to all loan assets in our system provided to the Customer

Benefits to our Customer:

• Complete clarity on all policies and supporting documents issued from Branches
• On time archival of policy documents
• Reduced handovers and reduced probability of loss of documents
• Branches could then focus on Customer acquisition

Our Customer:

One of the top 5 private sector Bank in India with a footprint of over 2000 Branches across India. Bank caters to diversified segments namely Large and Mid-Corporates, MSME, Agriculture and Retail Businesses.

The challenge / need:

• Growing Agriculture loan portfolio through a wide network of branches spread across urban as well as rural India.
• No structured methodology for data capture & archival of loan documents especially for legacy volumes.
• Local statutory documentation & multiple types of documents in local languages led to lack of control on Agri business documentation.
• Storage continued at their branches in an unorganized manner.
• Audit of documents were proving to be a challenge.
• Customer services were being impacted.

Solution:

• Loan assets were segregated & inventoried at the Bank’s Branches and securely transported to two centralized locations as per the original location of these documents.
• WIMS’s Data Governance solution was implemented:
  • Digitisation and tagging of Loan assets were carried out simultaneously, with over 1 lakh images processed daily, at both locations.
  • InfoSearch, our e-retrieval and image repository solution, was deployed as a SaaS application.
  • Images were uploaded into InfoSearch as per Customer’s SLAs.
  • e-Hosting services for these Asset images in a Tier 4 Data Center was provided with DR option.
  • e-Access and download facilities given to the Bank’s Teams across all branches.
  • Daily reporting dashboards established
  • Segregated and secure storage options for different loan asset classes. Large value and critical documents stored in our Secure Store fire-rated compactors at file level.
  • Web-access to all loan assets in our system provided to the Bank.

Benefit to our Customer

• Bank was able to provide their complete inventory of Agriculture Loans in record time.
• Improved Customer services across all Agri Branches of the Bank.
• No CAPEX investments in any part of this deployment.
• All Info-Security parameters and SLAs of the Bank were addressed
• All the files centralized at two locations of Bank’s choice.
• Bank could achieve Image based audits thus minimizing the physical retrieval/touch of the files
• Reduced threat of loss in transit.
• Bank achieved their digitization, archival and cost optimization milestones.

Our Customer:

Uttar Pradesh is India’s largest State, home to over 20 Cr citizens and one of the fastest growing States in India. Chief Minister’s Office drives UP Government’s initiatives and CM’s ‘Janata Durbars’ attracts citizens with various type of requests for assistance. WIMS won the RFP implement data processing at CMO’s Complaint Cell.

The challenge / need:

• Online tracking of public grievances received.
• Updating complainant at every stage of complaint processing.
• Assigning unique number to every complaint.
• Forwarding complaints to respective departments and time bound processing of complaints.
• Capturing the gist of every complaint for quick assessment.
• Quality scanning of complaint and supporting document for archival and digital reference in future.

Solution:

• Introduced barcode system where unique barcode was assigned to every complaint which was in-warded and tracked till complete processing.
• Reduced TAT to complete processing within 2 days of complaint inward.
• Recommended and successfully implemented immediate update through SMS to complainant on every stage of complaint processing.
• Implemented high speed scanners and compression tool to accommodate complete details of complaint through scanned images with very low size occupancy.
• Dedicated BPO established to deliver the following:
  • Inward of uploaded images.
  • Content comprehension and capturing the gist in limited words.
  • Data processing in NIC’s workflow.
  • Data and image upload to Customer’s CRM.
• Timely outward of complaints through TAT monitoring and physical archival within Chief Minister’s office.
• Activated/processed more 3000 complaints a day.
• Daily reporting dashboards established.

Benefit to our Customer

• Timely processing of Complaints.
• Reduced TAT from 3-4 days to within 2 days processing TAT.
• Barcode tracking helped improve tracking of complaints at every stage.
• Timely update to complainants at every stage helped boost the confidence of complainant on the government initiatives.
• Improved digital archival system for future references.

Our Customer:

With a view to bring uniformity in the KYC requirements for the securities market, SEBI initiated usage of uniform KYC by all SEBI registered intermediaries and approved formation of KRAs (KYC Registration Agency). Our Customer is a wholly owned subsidiary of India’s top Securities Depository and has been approved by SEBI to function as a KRA. KRA provides for centralization of the KYC records in the securities market with single KYC for investors investing in the markets through stock brokers, mutual funds etc.

The challenge:

• Non-adherence of TAT in KYC validation for account activation.
• Multiple handoffs leading to damage and loss to documents.
• Inefficient records storage and retrieval system. Process in-efficiencies in KYC processing affecting accuracy.
• Inefficient inbound mail room management.
• These could lead to non-compliance of SEBI standards.

WIMS Solution:

• Deployed our in-house developed SaaS based DMS workflow.
• Automated workflow solution for inbound mail room management.
• Automated imaging, tagging, maker-checker process implemented for better quality output.
• Dedicated business process team and space implemented in our Facility.
• Productivity monitoring system was implemented for review.
• An efficient Records Management System implemented with effective audit trail.
• Process champions managed a solutions-based approach as per Six Sigma standards with risk management and compliance.
• Daily progress dashboard established.
• Web-access to all assets in our system provided to the Customer.

Benefit to our Customer

• TAT adherence as per SEBI guidelines on records storage and KRA process management.
• Centralized and secure records storage system was established
• Single point and secure in-warding, scrutiny and data entry.
• Over 120% increase in Depository’s KRA productivity.
• Improved coverage of Depository’s market participants

Our Customer:

India’s top telecommunications service provider with a customer base of more than 200 million and a digital network that is capable of supporting best-of-class services spanning the entire communications value chain, covering over 21,000 cities and towns and over 400,000 villages

The challenge / need:

• Seamless transition of CAF Management services from the earlier vendor.
• Mobile number to be activated within 4 hours (T+4) of Customer submitting Customer Application Form (CAF) at any of the Distributors or Sales Offices across designated Circles.
• Circles were located in regions with hilly terrain making physical movement of CAFs to processing centers time consuming and hence bursting TAT of T+4
• Migration of CAFs from earlier vendors to WIMS Facilities.
• Re-inventorisation of these CAFs.
• Managing TERM retrievals by regulator during this transition.
• Audit of documents were proving to be a challenge.
• Customer services were being impacted.

Solution:

• Dedicated systems, Teams and workflow in place to ensure smooth transition and execution of CAF Management.
• Scanning and indexing software deployed for Distributors to digitize and upload CAFs to our Servers.
• Dedicated BPO established to deliver the following:
  • Inward of uploaded images.
  • Content audit and image based KYC check.
  • Data processing in WIMS workflow.
  • Data and image upload to Customer’s CRM.
• Physical CAFs picked up at Distributor points with first level Audit.
• Inwarding and inventorisation of CAFs at WIMS Facilities with second level Audit.
• Activated more 20,000 Customers on daily basis.
• Digitized and processed more than 60,000 images on daily basis.
• Daily reporting dashboards established.
• Web-access to all CAFs in our system provided to the Customer.
• CAF Migration processes implemented.
  • Picked up CAFs on said to contain basis
  • Barcoding & Inventorization of CAFs.
  • Dedicated Team deployed to ensure faster inventorisation.

Benefit to our Customer

• Transition of CAF management and migration completed in record time.
• Updated inventory data access to Customers.
• 100% retrievals during TERM Audits–no defaults, no penalties for Customer.
• Improved Customer acquisition and post-sale services.
• No CAPEX investments in any part of this deployment.
• All Info-Security parameters and SLAs of the Customer were addressed.
• Customer achieved their CAF management, migration and TERM Audit milestones.

Our Customer:

One of Mumbai’s trusted multi-specialty private sector hospital with a walk-in of over 3000 IPD patients every month. This hospital has the leading edge of medical science in diagnostic & treatment facilities and the services they offer.

The challenge / need:

• Fast growth in Medical Records and large legacy volume to be managed.
• Small Team managing these physical volumes.
• Delayed client services.
• Accreditation audits are Medical Record dependent and hence they have not been outsourced before.
• Increasing client base resulted in shortage of space.
• Need to create Electronic Medical Records (EMR) and integrate into their HIMS.

Solution:

• Clear processes & secure logistics model was implemented for pick-up and archival.
• All Medical Records were inventorised and digitized at WIMS Facility.
• Digitisation and tagging process implemented for creation of EMR.
• Dedicated Team and space implemented in our Facility.
• An efficient Records Management System implemented with effective audit trail.
• Daily progress dashboard established.
• Web-access to all Medical Records in our system provided to the Hospital.

Benefit to our Customer

• All risk mitigation and compliance parameters are being met at every storage Facility and in our processes.
• Our systems ensure audit-trial and transactional transparency for the Hospital to track the entire life cycle of any Medical Record.
• And this means complete protection of Hospital’s Customer’s information.
• Option available for the Hospital to store EMRs on Cloud with our DMS solution delivered as a SaaS application.
• Workflow and application development capability available for Hospital to create Electronic Health Records for their Customers.

Our Customer:

One of the Top 5 life insurance companies in India. The company is by far the largest non-bank promoted private life insurer with over 10 million policy holders, a strong distribution network of over 900 branches and over 1,00,000 advisors.

The challenge:

• New Customer on-boarding took between 7-10 days with policy documents travelling from Branches to their earlier inward management software and services provider.
• Shortage of space & lack of coordination at the service provider’s premises.
• Additional handover involved with WIMS picking up documents from this service provider for archiving.
• Senior Team involved in managing this activity with two cost centers.

WIMS Solution:

• Policy documents from all Branches are directly mailed to our Mumbai Facility
• Dedicated Team established to execute the new process.
• Implemented inward management process which included:
  • Inwarding of policy documents
  • Content audit and KYC check
  • Digitization
  • Upload of images to Customer’s Server
  • Mandate processing in Customer’s database
  • Archiving of policy documents
• Daily progress dashboard established.
• Web-access to all assets in our system provided to the Customer.

Benefits to our Customer:

• Single vendor, single handover, safer workflow implemented.
• Customer on-boarding achieved in T+1 days.
• Timely & accurate consolidation of records from the branches.
• Improved controls & status visibility.
• Cost savings and Customer continues to focus on their core business.

Our Customer:

One of India’s largest private sector bank with a network of over 4000 branches offering a wide range of banking products and financial services to corporate and retail customers.

The challenge / need:

• Bank grew from just 5 branches to more than 4000 branches in just 15 years.
• Bank was running with Operational and Reputational risk, if content management was not streamlined and dealt in a structured manner.
• Increasing client base resulted in shortage of space in Bank’s branches.
• With deep retail penetration plans, the Bank was facing challenges in responding faster to litigations arising out of branches across the country.
• Bank was determined to have a control on records generated out of various products especially Assets and Liability.
• Bank also had to be compliant to RBI guidelines.

Solution:

• Closely aligned processes & secure logistics model was implemented for pick-up and archival from all the Bank’s branch locations, nationally.
• Each vertical’s archival and retrieval needs were captured, TATs defined and multiple service offerings, specialized products delivered.
• Executed KYC forms’ Digitization, Liability & Retail asset’s workflow solution.
• Created new class of storage solutions with customized, environment-controlled and multi-layered security for various asset classes.
• Delivered specialized services – India’s first P4 Level Secured Destruction.
• The Bank also availed of well-equipped work area, in our facilities for back office activities ensuring secure and faster services to their customers.
• Dedicated Team and a robust system support to generate and monitor MIS on a regular basis for better control.
• We also achieved 100% compliance in the Bank’s quarterly audits and ranked on the very top in meeting bank’s safety & security norms.
• Exclusive and well equipped work area for Bank’s various back office activities linked to archived documents ensuring timely and quick resolution of their service requirements.
• Some of the other key projects executed:
  • KYC digitisation project delivering more than 10 million images across 10 locations in stipulated timeline.
  • SPDC Management and Retail Assets foreclosure activity out of WIMS facilities.
  • Multiple hub level inward management, digitization and archival of loan assets across various product categories.
• Daily progress dashboard established.
• Web-access to all loan assets in our system provided to the bank.

Benefit to our Customer

• The Bank has achieved all the key benchmarks targeted with over a few million cartons in storage and growing at double digit percentage rates.
• All risk mitigation and compliance parameters are being met at every storage facility and in our processes.
• Our systems ensure audit-trial and transactional transparency for the Bank to track the entire life cycle of any individual document or file.
• And this means complete protection of Bank’s customer’s, stakeholders’ and employees’ interests.
• Achieved better control on the documents including remote locations across India.
• At any point of time a complete transactional record during the entire life cycle of individual document is available. Thus the Bank has a complete control on its records and can locate them easily.
• Bank was able to focus on their core activities and Customer services.

Our Customer:

One of the top equipment financing company that has emerged as a comprehensive financial services provider offering vehicle finance, home loans, home equity loans, SME loans, investment advisory services, stock broking and a variety of other financial services to customers operating through 500 branches and over 7.5 lac customers.

The challenge / need:

• Key post-customer acquisition process but not a core activity.
• No expertise in the Print and Dispatch Process.
• Non Compliance of TATs when executed internally.
• Space constraints.
• Effective QC not being done.

Solution:

• Secured and Dedicated area at our Facility for Print and Welcome Letter Dispatch Process
• Dedicated resources & Printers Deployed.
• Customized software for auto printing to improvise on efficiencies.
• Error cases isolated and escalated.
• Daily progress dashboard established.
• Deployment of dedicated & trained Teams to manage seasonal volumes.

Benefit to our Customer

• Successfully met and exceeded customer’s dispatch volume targets.
• Support to client’s customers with soft copy via Email.
• Standardized acceptance & rejection parameters for Welcome & Schedule letter kit.
• Delivery TATs optimised from 21 days to 7 days as desired.
• Freeing up of customer’s space dedicated for this activity.
• Month end and seasonal spikes in volumes handled seamlessly within the agreed TATs.

Our Customer:

One of India’s top MNC bank with a network of over 100 branches offering a wide range of banking products and financial services to corporate and retail customers.

The challenge:

• Bank has stringent Data Security & Document Governance parameters.
• Operational and Reputational risk, if content management was not dealt in astructured manner.
• Regulator driven control on records generated out of various products especially Assets and Liability is a must.
• Bank also had to be compliant to RBI regulations as well as external regulations governing management and retention of records as appended:
  • Banking Regulation Act, 1949.
  • Companies Act, 1956.
  • Income Tax Act, 1961.
  • The Indian Evidence Act, 1872.
  • The Banking Companies (Period of preservation of Records) Rules, 1985.
  • Information Technology Act, 2000 and rules under the same.
• These guidelines required the Bank to store records for various retention period. Further, these records also form the backbone of all customer queries / requests pertaining to their transactions.
• Hence proper maintenance and retrieval of records thus was of utmost importance.

WIMS Solution:

• WIMS has created exclusive Records Facilities for archival of bank records at all metro locations.
• Decentralized set up with region wise consolidation of records.
• Each facility is equipped with a dedicated team for bank service requirements along with dedicated vehicles & entire operations set up.
• Safety & Security standards implemented as per Bank requirements. Physical as well as IT Security parameters are in alignment with the Bank’s laid processes.
• Dedicated Teams for all Bank’s data and compliance needs.
• P4 Secured Destruction for the end of life records.
• Digitisation of AOFs and other key documents.
• Web access for Users to view the account, make enquiries, generate reports and e-mail service requests.
• We also achieved 100% compliance in the Bank’s quarterly audits and were ranked the best in meeting Bank’s safety & security norms.

Benefit to our Customer

• The Bank has achieved all the key benchmarks targeted in storage & has also achieved processing efficiencies by streamlining the archival and retrieval process while growing exponentially.
• The Bank has achieved standardization of processes across all locations.
• The Bank has achieved cost savings by doing away with redundant records & scalability thereby providing immediate and long-term solution for space constraints.
• All risk mitigation and compliance parameters are being met at every storage Facility and in our processes.
• Our systems ensure audit-trial and transactional transparency for the Bank to track the entire life cycle of any individual document or file.
• And this means complete protection of Bank’s Customer’s, Stakeholder’s and Employee’s.