Tokyo Release for Banking: Optimize banking processes and integrations with secure, intuitive hyperautomation

[ServiceNow]

Challenges faced by banks: 

Banks need to constantly evolve to keep pace with changing customer and market demands. They struggle to optimize business and provide strong customer and employee experiences as they rely on siloed data, teams, and technology. Repetitive, manual documentation tasks waste time and strain client relationships.  

In ServiceNow’s Tokyo release, Financial Services Operations for Banking will launch solutions that automate common banking processes and provide seamless, strategic integrations, making it even easier to effectively digitize business.  

What is new in the Tokyo release! 

In the Tokyo release of Financial Services Operations (FSO) for Banking, the enhanced Card Operations application and Document Processor core capability, along with key integrations with Socure, Adobe Sign, and DocuSign, help banks optimize processes, reduce costs, automate manual documentation tasks, and integrate with platforms essential to the banking industry.  

Enhancement: Card Operations 

The Challenge

Card dispute resolutions can be complicated and time-consuming, as timelines are driven by card association processes which include banks, merchants, and cardholders, and often involve siloed data, teams, and technology. Heavy manual entry and status checks slow processes, and employees have no real-time visibility across multiple systems.    

The Solution 

As part of the Tokyo release, the Card Operations application will now include automated decisioning, which enables banks to quickly scale and resolve dispute cases in a cost-effective manner. With this enhancement banks can: 

• Categorize dispute submissions with thresholds that improve resolution time and costs 
• Provide transparent status visibility to both cardholders and employees 
• Leverage built-in SLA timer to remain compliant and deliver frictionless client experiences 

The business outcome: 
Employees can focus more on expanding client relationships 

Banks can now leverage Financial Services Operations across investigations for both credit accounts and debit accounts, and the dispute can be tied to a consumer or a business. For example, a corporate card or an employee credit card dispute can be handled just as seamlessly as a personal credit card issue.    

By capturing information centrally, dispute cases can be resolved quickly and in a cost-effective manner and with reduced manual work, giving employees more time to spend on expanding client relationships.  

 

Integration: Socure 

The challenge: 

Without digital identity verification and fraud solutions, banks grapple with manual onboarding which is time-consuming, prone to errors, and results in poor client experiences. 

The Solution: 

ServiceNow’s out-of-the-box connectivity with Socure enables banks to deliver differentiated client experiences by creating and deploying new onboarding processes. 

• Quickly create and deploy new onboarding processes with out-of-the-box connectivity 
• Reduce costly manual reviews with built-in KYC screening 
• Provide seamless client experiences with automated verification and acceptance 

The Business outcome 
Maximize compliant account approvals and onboard more clients with automation 

Banks can accurately auto-approve more customers, remove friction from the customer onboarding journey, and meet regulatory requirements with ease. 

  

Socure Integration 

Integration: Adobe Sign and DocuSign 

The Challenge: 

Banks face immense pressure with increasing client expectations across digital and in-person channels.  

The solution: 

With Financial Services Operations’ new integrations with Adobe Sign and DocuSign, banks can easily speed agreement completion with secure, paperless processes.  

• Enable multiple clients and employees to collaboratively work on a single document​ 
• Sign with mobile and portal to provide convenient access anywhere​ 
• Secure client information with authentication methods, secure encryption, and tamper-evident seals​ 

The business outcome: 

Speed agreement processes with secure, paperless banking 

With digitized client agreement processes integrated, banks can easily speed agreement completion with secure, paperless processes. 

 

    DocuSign and Adobe Sign  

Core capability enhancement: Document Processor 

The challenge: 

Bank employees and clients constantly engage with documents. Managing documents with manual processes that consist of unsynchronized information leads to inefficiencies, mistakes, and delays, frustrating all parties involved. And with evolving regulations and requirements, documents frequently change. 

The Solution: 

In the Tokyo release, Document Processor, along with closely aligned Document Templates and Document Intelligence (DocIntel), makes it possible to automate the most important document-related tasks for a variety of document heavy processes, such as account opening or a loan servicing case. Banks can now: 

• Integrate document data into existing processes for a cohesive, uninterrupted flow of information​ 
• Minimize mistakes and repetitive requests by simplifying forms and signing with Document Templates​
• Adapt to frequently changing document requirements and reduce the processing time by auto-extracting information with AI-powered DocIntel​ 

The outcome: 
Automate core documentation tasks to deliver frictionless services 

With Document Templates, banks can minimize client mistakes and avoid time-consuming back-and-forth by simplifying the review, filling out, and signing process. With the AI DocIntel plug-in capability, banks can smoothly adapt to frequent changes by accurately auto extracting information and improving processing time. All of this helps deliver convenient, transparent experiences to employees and clients. 

  Document verification  

 

In summary, Tokyo release innovations help save banks time and money while also improving status visibility through digitizing card dispute management from end-to-end. Banks can also quickly deliver value through seamless and strategic integrations that allow them to mitigate risk and deploy new processes to better serve customers and employees.   

  

Lastly, banks can deliver the convenient and frictionless experiences that customers expect through the automation of core documentation tasks that reduce processing time and minimize back-and-forth between the bank and the customer.  

Financial Services Operations is automation designed for frictionless banking.  

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