Success story
Capitec BankIndustry• Financial Services

Solutions• OpenText™ Intelligent Capture• OpenText™ Documentum™
• OpenText™ Documentum™ xCP• OpenText™ xPression™
• OpenText Optimize Managed Services

Partner Support• Faranani DocTec

Results
Elimination of paper delays
Real-time, automated onboarding
Time- and cost-savings
Improved client experienceand competitive edge

Capitec Bank innovates to create
real-time client interaction
Award-winning South African bank automates client onboarding
and banking operations with OpenText digital technologies“OpenText products assisted us in making theclient experience a lot better, putting clientsin control and part of the transparent process.
Clients feel safe and comfortable with the way
we handle their information.”
Gerrard Lennox

Manager, software engineering
Capitec BankCapitec Bank innovates to create real-time client interaction

In 2017, Capitec was ranked the best bank in the world in industry
ratings*—for the second year in a row. In the highly competitivebanking and financial services sector, Capitec has recognized theneed to embrace a digital strategy to drive rapid growth and profit.
Capitec’s client-centric approach relies on the implementation ofinnovative technologies to gain a competitive advantage inthe market.

Automation key to growth strategy

Established in 2001, Capitec Bank serves more than 9 million clients inover 800 branches across South Africa. Even amid challenging market
conditions, the retail bank achieved record growth, adding 1.3 million
new clients from 2016 to 2017.

To encourage new business, Capitec strives to serve clients in real time.
“From our point of view, a good customer experience is if you canassist the client immediately and not have to send clients backand forth for documentation and procedures,” said Gerrard Lennox,
Capitec manager of software engineering and team member since thebank’s founding.
Lennox has enough history with the organization to recall previous
client acquisition procedures that snagged on paper-heavy methods
and waiting periods. “Finding paper files would slow everybody in theprocess,” Lennox said. “We looked at a different way of assisting ourclients and decided to install OpenText™ Documentum™ to securely
store client documents for easy access by the bank consultants.”*Lafferty Group’s Global Bank Quality Benchmark. Lafferty Group is a UK based advisory group.

After successfully implementing the enterprise content management(ECM) platform to manage and control content, Capitec realized additional
technologies were required to support its growth strategy. Lennox andhis team recognized the opportunity to leverage the OpenText ECM
platform to drive a real-time client onboarding process.
“When we looked at the market for a company to assist us in achieving
the client-centric goal, we saw that OpenText could bring us thatfeature set of automation technologies,” Lennox said. Furthermore, intoday’s environment, tech-savvy clients carry high expectations arounddigital accessibility. “They know all about the fancy applications anddevices you can use,” he noted. “We need to cater to that.”To fulfill these requirements, the bank selected OpenText™ Intelligent
Capture to capture actionable data, OpenText™ Documentum™ xCP toautomate processes with customized workflows and OpenText™ xPression™
to generate real-time, multichannel documents. The integrated solutions
support Capitec as it moves forward, rather than resting on its laurels.
“We’re grateful for the (best bank) award,” Lennox noted, “but, we’restill driving to make our processes and client interactions even more
effective using OpenText technologies.”

Real-time service

Documentum is core to the Capitec banking system. All client interaction
is recorded and stored in a central location for access by authorized
stakeholders. The additional OpenText solutions automate efforts toacquire and share information across the organization. For instance,
onboarding now follows a streamlined path:“OpenText technology
assisted us greatlyin achieving our goal
to make the clients’onboarding processseamless and effectivefrom a digital pointof view.”
Gerrard Lennox

Manager, software engineering
Capitec Bank

Capitec Bank innovates to create real-time client interaction• A potential client walks into a Capitec branchwith ID and other paperwork in hand.
• The client’s documents, including applications and contracts,are scanned, automatically classified and immediately
processed by Intelligent Capture, allowing the banking
consultant to focus on the client’s requirements insteadof manually entering the information into the system.
• Documentum xCP process automation simplifies and speeds
processes to provide the highest level of customer service.
Advanced case management capabilities make information easily
accessible, up-to-date, quickly tracked and more manageable.
• xPression generates all necessary agreements requiringa signature. The client signs electronically and files
are stored in the Documentum repository.
“All of this is in real time. It’s available immediately,” explained Jacob
Smuts, team lead for Document services at Capitec. With Intelligent
Capture automatic recognition, the process is more precise andefficient for clients and consultants, according to Lennox. “OpenText
technology assisted us greatly in achieving our goal to make theclients’ onboarding process seamless and effective from a digitalpoint of view.”
During onboarding, a workflow within Documentum xCP empowers
a central team to verify the information for compliance and accuracy.
Documentum xCP dashboards allow the team members to track
incoming documents and adjust workloads for agents accordingly.
When needed, files are automatically returned to branch managers
for corrective action.

OpenText solutions provide easy access to information and services
in other ways. xPression automates the generation of customized andpersonalized multichannel customer communications. With xPression,
Capitec can replace multiple document generation systems to reduce
costs, streamline document generation processes and improve thecustomer experience. The communications management platform
also emails credit card statements to clients. When clients request
statements via a mobile device, Documentum xCP manages the requestand delivers the statement automatically.

Increased capacity, savings

Put simply, “When a client comes into one of our branches, we wouldlike to address the client’s needs in that visit,” Lennox said. New
clients are onboarded immediately; clients can receive credit withinminutes. “There’s no time delay or waiting two weeks to notify theclient,” he continued. “Clients appreciate that because we do notwaste their time.”
On a busy day at Capitec, the bank can service nearly a half million
clients. Documentum handles close to 7,000 requests per minute. With
OpenText automation and control, interactions are streamlined for bothclients and consultants. “The process that we use to automaticallyrecognize the document improved the performance of the consultants
by automating the effort they have to put in to assist the client,” Lennox
says. “That meant that we could serve more clients on a daily basis.”
Capitec tracks time and cost per visit for client onboarding, measurementsthat have decreased since using OpenText solutions. “Every minutesaved can be a minute less for a client waiting to be served or for
more clients to be served,” Smuts said.

“When a clientcomes into one ofour branches, wewould like to address
the client’s needs inthat visit. Clients
appreciate thatbecause we do notwaste their time.”
Gerrard Lennox

Manager, software engineering
Capitec Bank

Capitec Bank innovates to create real-time client interaction

Digitally transforming to achieve a competitive advantage

With OpenText, Capitec eliminated paper-dependent back-officeprocesses “to assist the client in a more effective way electronically,getting the documents that we need for any inquiries,” Lennox noted.

Capitec will continue to grow client numbers, though shift its focus
to enhancing service through innovative processes and businessefficiencies. “OpenText products assisted us in making the client
experience a lot better, putting clients in control and part of thetransparent process. Clients feel safe and comfortable with theway we handle their information,” said Lennox, adding that he feels
the solutions give Capitec a competitive edge and positive feedback
through social media and other channels. “We make a difference inpeople’s lives. We want to give them a full financial experience where
they know they can come to Capitec and we will be able to look afterthem,” he said.

Effective partnerships

Capitec works closely with OpenText to manage its communications
platform, including upgrades that encompass nearly a billion objects.
Through OpenText Optimize, a managed services program, the bankaccesses the largest group of enterprise information professionals in
the world and has a designated support engineer to support the overallsolution. “They’ve greatly assisted us in overcoming challenges… it isa mission critical system, so we can’t afford to have much downtime,”
Lennox said. He also notes that the bank has a “great relationship” withlocal OpenText partner Faranani DocTec, based in South Africa.

The bank plans to further expand digital capabilities to ensure theorganization remains agile and client-focused. Smuts noted: “We havebeen a rapidly growing company so we really have to focus on
being able to deliver the same service to all of our clients. We feel
comfortable that OpenText can assist us in our growth and that we
can handle the necessary volumes going forward.”

Future plans

In the future, Capitec plans to investigate OpenText™ LEAP Courier fordriving productivity and enhancing mobile interaction with clients. “LEAP
Courier provides an intuitive interface that categorizes and tracks
inbound and outbound documents that we can use for enhanced
collaboration between the clients and the bank,” Smuts said. Any
additional solutions will support Capitec’s commitment to simplicity
and service.

About Faranani DocTec

Faranani DocTec is a registered OpenText partner focused on theprovisioning, implementation through configuration, customizationand integration, as well as on-going support of the OpenText enterprisecontent management and business process management software
platforms. Faranani team members have more than 15 years of experiencein implementing and supporting the OpenText Documentum and Intelligent
Capture product families in South Africa in both the private and public
sectors in companies and organizations.

About OpenText

OpenText, The Information Company,
enables organizations to gain insight
through market leading information
management solutions, on-premises orin the cloud. For more information aboutOpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.
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