Driving digital transformation at NORD/LB with Center of Excellence (CoE) success

Digital transformation within the financial services industry is not just a strategic priority but a critical business necessity. NORD/LB, one of Germany’s most prominent commercial banks, has embarked on a transformative journey. By implementing a Workflow Automation Center of Excellence (CoE) and leveraging Camunda across multiple domains, NORD/LB set out to enhance operational efficiency and deliver a superior customer experience. This case study highlights the evolution, impact, and future plans of NORD/LB’s workflow CoE.

The genesis of NORD/LB’s CoE

NORD/LB’s journey began in 2020 when they initiated a comprehensive digital transformation project. Partnering with process orchestration leader Camunda, the bank established the Workflow Automation CoE, which is dedicated to driving digital initiatives across the organization.

The role of the CoE in digital transformation

NORD/LB’s CoE is central to the bank’s digital transformation strategy, streamlining operations, reducing inefficiencies, and enhancing customer experiences. The CoE is responsible for:

• Technology enablement: Providing the necessary tech stack and tools to support process automation.
• Vision and strategy: Defining the strategic direction for digital initiatives aligned with business goals.
• People and processes: Enabling teams through training, support, and best practices.
• Solution delivery: Facilitating the development and deployment of automated solutions.
• Impact measurement: Tracking and analyzing the business impact of digital initiatives.

Scaling the CoE: Strategies and frameworks

Scaling the CoE involved several strategic initiatives:

• Adoption framework: Adopting Camunda’s Process Orchestration Adoption Framework, which consists of vision, people, technology, delivery, and measurement drivers.
• Centralized and decentralized collaboration: Balancing centralization for standards and autonomy for innovation.
• Project templates and reusable components: Streamlining solution delivery with kickstarter templates.
• Enhanced communication and training: Regular workshops and training sessions for teams.

Impact and value delivered by the CoE

The CoE has transformed NORD/LB’s operations and delivered substantial business value:

• Improved operational efficiency: Automation reduced operational inefficiencies, leading to faster processing times and lower costs.
• Enhanced customer experience: Responsive and personalized services became possible through automation.
• Accelerated time-to-market: Development and deployment times were significantly reduced.
• Better regulatory compliance: Processes became well-documented and auditable.
• Data-driven decision-making: A focus on impact measurement provided valuable insights into performance.

Future plans: Embracing hyperautomation and Camunda 8

NORD/LB plans to enhance its digital capabilities through hyperautomation and Camunda 8, aiming for:

• Integration of AI and ML: Automating decision-making processes and predicting customer needs.
• Deployment of Camunda 8: Simplifying the development of automated solutions with low-code accelerators.
• Expansion of use cases: Extending process automation across all business units.
• Enhanced collaboration tools: Developing tools that facilitate cross-team collaboration.
• Continuous improvement: Conducting value workshops to refine metrics and ensure meaningful business value.

A focus on transformation

NORD/LB’s Workflow Automation Center of Excellence is a powerful example of process orchestration driving digital transformation. With strategic initiatives, innovative technologies, and continuous improvement, the CoE has positioned NORD/LB as a digital banking leader. The bank’s focus on hyperautomation and Camunda 8 promises greater efficiencies and benefits, solidifying its commitment to innovation and superior customer experiences.