Victorian mutual BankVic has confirmed the adoption of Newgen’s end-to-end workflow automation delivery platform, NewgenONE.

The low-code, cloud-based platform, which was progressively implemented by BankVic from the middle of 2024, has helped “to streamline [the bank’s] day-to-day operations” and, ultimately, is leading to the delivery of “superior member experiences”, Newgen said.

Deployment of the middleware platform – which connects front-, middle- and back-office – effectively centralises and automates workflows across the BankVic ecosystem. This includes key customer touchpoints and back-office support systems.

BankVic’s customer complaint process was among the first systems to be automated through Newgen, confirmed chief information officer Shane Kuret. Resultingly, he said, this has improved the bank’s ability to track, manage and respond to issues.

Among the future processes to be automated and streamlined with NewgenONE include member-facing processes such as customer onboarding, KYC and product origination. This will then be extended to back-office functions such as staff onboarding/offboarding.

“Streamlining and automating processes is a strategic initiative for BankVic, and one that will continue as long as we can deliver improved productivity, accuracy and digital experiences,” Kuret said.

“We have a long list of processes to incrementally add to Newgen and this will include integration with other platforms and data.

“Ultimately, our members will benefit through being able to submit requests in a simpler fashion and get their tasks completed faster and with less errors.”

NewgenONE comprises three platforms: a Contextual Content Services Platform, which manages complex business information and extracts intelligent insights; a Low Code Process Automation Platform to digitise end-to-end customer and employee journeys with low code; and an Omnichannel Customer Engagement Platform to deliver personalised communications across channels at scale.

Kuret said NewgenONE was “carefully selected… because the platform offers so much more than just technology; it has empowered our team and streamlined processes significantly”.

This is the first partnership between the pair, with the CIO confirming several vendor options were evaluated by BankVic, with the Newgen option deemed to be the “superior” choice.

“True innovation stems from strategic planning, skilled execution, and a culture of continuous improvement. These values are integral to us, which is why we partnered with Newgen,” he said.

Kuret added that the bank is also leveraging the artificial intelligence (AI) based within the Newgen platform “at various points in the process that we are implementing to deliver productivity improvements, internally, and… quicker and accurate responses to our members”.

Newgen Australia business head R Krishna Kumar said the financial technology developer was “delighted to collaborate with BankVic”.

“Our platform provides all the capabilities banking leaders need to address unique challenges, overcome process inefficiencies, and integrate both internal and external customer journeys.

“Together, we are leading the charge in creating a new era of efficient, customer-centric banking.”

BankVic, a B-Corp, mutual institution, counts more than 100,000 customers.