SCB and Crown: The Issue - Workflow Processes

Standard Chartered Bank (SCB) employs 30,000 people in over 500 locations in more than 55 countries in the Asia Pacific Region, South Asia, the Middle East, Africa, the United Kingdom and the Americas. It is one of the world’s most international banks, with a management team comprising of 70 nationalities. When three locations of SCB in India (Chennai, Bangalore and Kolkata) required help with their Records Management, they hired Crown India’s Records Management team.

Chennai

Crown and SCB in Chennai teamed to create a special project entitled, Know Your Customer (KYC). The purpose of this project was to improve records management, through workflow maps, which make it easier to visualize how to better handle the immense stream of customer documents.

For the short-term, Crown engaged the most important documents in the credit card department and put them in an efficient working order. This enabled SCB to receive all pertinent information in a timely manner.

In the next phase, Crown and SCB agreed on a “plastic pouch” solution. All documents related to one customer with different accounts are inserted into one plastic pouch for storage. Crown manages the process flow, and to date has 400,000 pouches.

To further assist SCB in the future, Crown is building a state-of-the-art facility in Chennai, and will continue to manage their business. This new facility will also have the space to store even more documents for SCB.

Bangalore

Crown first began managing SCB’s Credit Card Division in Bangalore, overseeing application forms, charge slips, vouchers, statements and general files.

Today, Crown and SCB are working closely to improve their records management and to make it more cost effective. In the last year Crown processed 100,000 retrievals for SCB.

The global average of retrievals is about 3% of all items in storage. This retrieval added up to 18% of all documents, revealing that Crown and SCB are working with confidence and as a team. One of the benefits of Crown’s retrieval process is that SCB has the ability to send back many of the retrievals to Crown electronically, thus saving on the physical transport costs.

The teamwork is once again proving to be very successful.

Kolkota

Crown’s relationship with SCB in Kolkata is a special one. In December 2001, Crown received the opportunity to offer Records Management Services to the Kolkata facility. When Manas Kumar Ganguly, currently Regional Manager, Crown Eastern India, learned of the news, all he had was a mobile phone and a bunch of enthusiastic employees.

At the time, there was no Crown office. On the strength of winning the SCB contract, this group quickly leased a facility and put a plan into action. SCB believed in this Crown team and they delivered on their promise to serve SCB to the best of their abilities. Within a month, Crown Kolkata packed approximately 17,500 cartons.

Today in Kolkata, Crown retrieves up to 1,000 documents per month. They go down to page level retrieval when necessary. The most important documents were entrusted to Crown for sorting and organization. SCB in Kolkata and Crown Records Management, as a team, have helped improve efficiency and service to clients.

The Partnership

The last words on Crown India’s relationship with SCB belong to Mr. Sushen Jhingan, Head SS&PM India and Nepal, SCB Bank. "We only have great things to say about the Crown India Records Management Team," said Mr. Jhingan. “We clearly explained what we required from them as professionals and as partners with SCB. And they have come through for us at every level."