Orchestrate complex workflows between customers and the involved bank departments. Design and execute end-to-end business workflows within a journey, including manual steps. Rather than using a proprietary language and technology, the Backbase platform adopts the Business Process Modeling Notation (BPMN) 2.0 standard and is based on the open-source Camunda platform. That way, you can always find the right talent to work with it. Your business analysts can use a visual modeling studio to create new business processes or make changes to existing/out-of-the-box processes provided by Backbase.

Automate decision making across your banking workflows. Invoked from the Interaction Engine and the Process Engine, decisions are reused not only across flows (i.e. your end-to-end main processes), but also between sub-processes and interactions. Backbase adopts the Decision Model and Notation (DMN) standard for decision modeling, a well-established standard within the industry. This makes it relatively easy to find people that can work with Backbase to craft your decision models.Orchestrate all of the interactions between your bank and customers, on any channel, for any engagement pattern. Templates can be used and enriched with customer data to personalize the experience. These capabilities include ready-to-use communications services such as SMS, email, push notifications, in-app messages, or even full-blown real-time communication capabilities (chat/video).

Facilitate the customer-facing parts of your onboarding, lending, and investing UX flows and ensure the right questions, steps, and experiences are rendered on any digital customer touchpoint. An interaction is the collection of steps a customer needs to go through in order to complete their application. An interaction step can vary in size from a multi-page form to a single-form field. The engine ensures a seamless user experience and handles unstructured user behavior much better than a process engine could on its own.

The Case Data Store is a domain-agnostic model that provides a single source of truth for the case data across the end-to-end banking process. Data is collected and enriched through the interaction engine. At the same time, integrations are orchestrated by the process engine, collecting data from third-party providers and downstream systems. It’s fully versioned, stored, and managed within the platform, accessible to employees through the Case Manager. Case Manager is an application that allows bank employees to manage tasks related to user onboarding and other product applications. The Milestone-Tracking Capability service provides out-of-the-box functionality that allows customers and employees to easily see and track the progress of an application.Deliver personalized content on any channel, using any of the available engagement patterns (e.g. in-app notification/nudge, live chat, SMS, etc). Any capability or combination thereof can trigger personalized content delivery: account activity data, balance mutations, transactions, payments, user behavior, etc.

Enable intelligent document orchestration throughout any workflow, catering for storage, searching, versioning, communication, and access control. Documents can be either uploaded by a customer or employee, automatically generated in the Backbase platform, or received from an external solution. The Document Store service supports private repositories that are only available for service-to-service communication inside the platform. The Authentication and Access Control handle access control for Document Store so only authorized users have access to case documents.

Enable secure access for your prospects and customers, allowing them to digitally collaborate with the bank, complete pending tasks on their side, and keep track of the progress of their case or application. A pre-built Document Request Journey allows the bank to create document requests, either manually through the Case Manager or driven automatically by the Process Engine. A task is generated in the Application Center, where the customer or prospect can securely exchange documents with the bank.