Citibank Perú had no integral view of its business processes, which made it impossible to identify the causes — and the revenue impact — of errors in its operational platforms. The bank couldn’t even answer a question as fundamental as how the failure of a system or platform affected business revenue. Three problems stood out:

• Data blind spots: no integral, detailed view of the business, with gaps and unknowns in the information that could not be resolved.
• Long waits for information: inefficient processes, frustration and tension between departments — caused by not having information on time, or not even knowing where the data lived.
• Unclean data: information from ERPs and other sources was not clean, was out of date, and carried inconsistencies.

The Approach

AYNITECH implemented Analytical Modules over the bank’s operational processes, designed to mesh business processes with the operational platforms beneath them. At the center sat a data warehouse that integrated all business-process information after a dedicated cleaning and standardization step. A three-layer architecture — a process layer, an application layer, and a centralized Business Intelligence layer (centralized repository, centralized analysis platform and centralized IT governance) — fed dashboards on web and mobile. The analytical modules spanned areas such as Production Support, Head Count & Expenses, customer satisfaction, online monitoring, operational losses, audits and voice-of-customer, supported by modules for automated ETL integration, maintenance and alerts, and load logs.

The Business Impact

The platform let Citibank Perú analyze operational losses by process, by application and across every variable involved — pinpointing why each loss occurred and which client it affected. More broadly, it gave a single, integral view of the bank, so operational and business management could quickly spot shortcomings in the business, its operations and its platforms, and surface improvements and new opportunities that had previously been impossible to see or analyze.

The Results

• Greater capacity and faster, constructive analysis of information
• Efficient response to contractual and audit needs across multiple services
• Consolidated, quality-assured decision support built on an analytical structure as the single point of truth
• Room for constant evolution — in technology, in “what-if” scenario techniques, and in strengthening predictive analysis

In Their Words

“Working with AyniTech’s technical team is a real pleasure — they always meet deadlines, always bringing solutions to any problem that arises during a project. Their way of adapting to change, and the speed of it, make AyniTech a strategic ally in implementing BI projects.” — Grecia Oliva, Project Lead, Citibank Perú