THE CUSTOMER

As Oman's second-largest bank (by market value), Bank Dhofar has earned the reputation of a financial institution with a strong commitment to consistency and growth. In addition to the conventional banking products and services the Bank offers several electronic banking services, such as Internet banking, phone banking, SMS (short message service) banking, cash deposit and payment machines. It also provides Islamic banking services. With assets worth over RO 4.21 billion, Bank Dhofar is one of the fastest growing banks in the Sultanate of Oman, with a strong presence in Corporate Banking, Consumer Banking, Treasury and Project Finance. The branch network has reached 71 with an extensive ATM network spanning the country.

The project was undertaken on behalf of Bank Dhofar, one of the most prominent investment management firms in Oman. The organization had initially implemented SharePoint default workflow for its high priority approvals that had to be performed instantaneously. However, this led to several issues including slower process flows, delays in task completion due to lagging workflows, abnormal reaction from some workflow stages, lack of tracking to help IT personnel pinpoint the process breakdown, and the inability for employees to approve requests via email unless connected to the organization’s network. Manual emails after approval further slowed down the process.

KalSoft proposed the implementation of Nintex to automate and address these challenges. The successful implementation of Nintex technology significantly improved the overall workflow for high priority approvals by simplifying workflows, reducing downtime, automating processes, and decreasing errors. The solution achieved the following:

• Process flows were made smoother with data logging capabilities enabling IT personnel to store and analyze data.
• IT personnel were able to assess process points that affected data flows and take appropriate measures.
• Lazy approvals allowed employees to approve or reject requests through emails with a single click.
• The drag-and-drop facility improved development efficiency by eliminating repetitive coding.
• Automatic system-generated emails were sent once vendor requests were approved.
• System-generated workflow reports and log histories enabled continuous monitoring and process improvements.
• The use of a State Machine facilitated handling different workflow stages based on approval criteria.
• Nintex Live was enabled for document generation using custom templates.
• Documents were sent as attachments with digital signatures.
• Forms were saved as PDFs for HR record-keeping.
• The flexi task option provided additional options (e.g., request more information), reducing errors.
• Real-time data allowed quick error identification and improved debugging.