SUCCESS STORY
Al Ahli Bank of Kuwait (ABK)
Industry• Financial Services

Solution• OpenText™ Content Suite

Partner• MGS

Al Ahli Bank of Kuwait transforms
customer documentation handlingwith OpenText

Bank saves time, increases collaboration and improves customer service
with OpenText Content Suite
Results
Reduced customer
documentation processing timefrom days to hours or minutes
Improved overall customer
service with better document
handling and process automation
Eliminated document loss
Enhanced collaboration
between bank branches
and back-office functions“In some cases, processes that used totake two or three days have been reduced
to just hours or even minutes. OpenText
Content Suite helped us speed up andsimplify processes, eliminating document
loss and improving visibility.”
Laila Ahmed

Area Operations Manager (EDMS Retail Banking Project Manager)
Al Ahli Bank of Kuwait

Al Ahli Bank of Kuwait transforms customer documentation handling with OpenText

Since it was founded in 1967, Al Ahli Bank of Kuwait (ABK)
has become one of the leading Kuwaiti banks, with a total of74 branches in Kuwait, Egypt and the UAE, providing a wide
range of banking services and products for both retail andcorporate customers.
Customer transactions often involve numerous paper documents,
which get transferred between various departments. This relianceon paper flow increases the processing time for decisions. The
bank wanted to improve customer service by automating thedocumentation process by bringing in a workflow solution to speed
up decision-making.
Charbel Nammour, Assistant General Manager, Retail Banking at
Al Ahli Bank of Kuwait, said, “We needed to introduce workflow
processes to improve visibility and enhance the customer
experience. OpenText partner MGS, who has supported us formany years, presented OpenText™ Content Suite as a potential
solution for our requirements. We were impressed by the speed,accuracy and audit capabilities of Content Suite and the potential
to integrate it with our core banking system.”Among the many objectives of the new Content Suite solution, ABK
wanted to reduce the time a customer had to wait for an approval
or a response to a query. “In some cases, processes that used totake two or three days have been reduced to just hours or evenminutes. OpenText Content Suite helped us speed up and simplify
processes, eliminating document loss and improving visibility.

With documents securely captured, processes are now triggered
automatically,” said Laila Ahmed, Area Operations Manager(EDMS Retail Banking Project Manager). For example, the solution
integrates seamlessly with Microsoft® Outlook® to enable
alerts to be sent via email, for example from a branch location tohead office.
With an audit trail captured at every step, it is extremely
straightforward to see the document history if queries arise later.
To date, approximately 60 key processes have been converted
from paper to digital with more planned processes to come.
“Using OpenText Content Suite, collaboration has improved
between the various teams and functions in both our branches
and in back-office roles,” said Nammour. Not only are customers
happier with the new digital solution, staff have also commented on
the clear benefits and value of implementing the solution as it helps
them better serve ABK’s clients.
Other benefits include faster access to documentation and areduction in pulling multiple document versions, as well as decreased
storage costs and improved productivity.
“We have made significant gains in terms of time savings andwith integration into our core banking system, we will maximize
cost savings as well,” said Nammour. “We are very happy with theOpenText Content Suite solution and look forward to finding new
ways to leverage it in the future.”“Using OpenText ContentSuite, collaboration
has improved between
the various teams andfunctions in both ourbranches and in backoffice roles.”Charbel M. Nammour

Assistant General Manager,Retail Banking
Al Ahli Bank of KuwaitAl Ahli Bank of Kuwait transforms customer documentation handling with OpenText

About MGS
MGS is a leader in providing specialized enterprise IT and businesssolutions and consultancy services. The company provides quality,world-class, brand-name IT business solutions, reliable andprofessional services and unparalleled customer service throughIT applications. MGS also offers, in particular, Enterprise Content
Management (ECM) solutions. MGS partners with global vendors
such as OpenText, SAP® and others to provide a wide range of uniquebusiness solutions and services. MGS currently operates throughthree offices: Kuwait, Riyadh and Beirut. For more information, please
visit: mgs-tech.com.

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 about
OpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.
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