Whitney McDonald 0:05
Hello, and welcome to The Buzz, a bank automation news podcast. My name is Whitney McDonald and I’m the deputy editor of big automation news. Joining me today is Andie Dovgin, Chief growth officer at Creatio a no code automation workflow and CRM platform. He is here to discuss how credit unions and banks can look to no code to innovate member experiences.Andie Dovgin 0:26
Absolutely. Thank you so much for having me Whitney. So my name is ended Elgin, and I’m Chief growth Officer here at Creatio as a global vendor of a no code platform to automate workflows and CRM for financial services institutions.Whitney McDonald 0:42
Okay, great. And thank you again, for being here. Let’s start bigger picture here. Just the importance of digitizing right now remaining competitive addressing client needs. Let’s talk through what you’re seeing in this space as it comes to digital transformation of banks.Andie Dovgin 1:01
Yes, look with me, I think that if we look broadly, there are lots of industries that are so dependent on digital transformation and digital experiences. I don’t believe there are many industries left untouched and unchanged with the impact of digital transformation. Think about our experiences, we now even take go go and visit concerts. So digital, right, we we get degrees, we do all sorts of things without leaving our couch. And I think that we are not very different from people around the globe. And if you think about all sorts of different organizations like financial services, educational health care, they’re undergoing such a massive transformation and change because the expectations of their customers are no different. And lots of customers expect any providers that they interact with an Amazon like service, you need an app, you need a very sleek and seamless process. And you can get your problem solved immediately, sometimes without even talking to a real human being. And I believe that right now, we live in an amazing time, where we see an absolute incredible impact of digital transformation on each and every industry and perhaps even each and every life.

Whitney McDonald 2:20
Now getting more into your background, in your forte, taking this digital transformation a little bit deeper, maybe you could talk through some of the trends that you’re seeing, as more more automated workflows come to be and talking through how you’re approaching that with your clients.

Andie Dovgin 2:38
Absolutely, I think that a lot of our customers are thinking and some of them are actually really obsessed with increasing customer member experience, right? Because if you think about that in the following way, we are in a very competitive market. And if you think about financial services and financial product, there is not much room to differentiate yourself, except to experience and relationships and your reputation that you have. And that’s why a lot of traditional organizations, banks, credit unions, mortgage companies, insurance companies, as they really invest into creating those delightful customer experiences or member experiences in the credit union space. And with that in mind, there there is a big trend in regards to digital transformation that is focused on digitizing those workflows, making sure that customers and members have this slick and seamless experience, and they can enjoy interacting with the company. I would say that this is one trend. The second trend is overall expansion of technologies and new ways of doing things. I think that the chat GPT is a great example of how things may change overnight and how people can really think differently about the role of technology in their life. But then the technologies that we’re really focused on, it’s called no code. So no code is a big trend. That is enabling non technical people that don’t have necessarily coding skills to go and automate foreclosed on build applications without special skills needed. But by using their demand domain knowledge, right. And with that, we can democratize a population of people that are not necessarily technical, but that can bring automation to their organizations. And the thing that no code is another great trend that has happened in in digital transformation that is really changing the way how businesses and organizations, think about automating those workflows. So I would probably focus on those two trends in regards to what we do and what we see on the market.

Whitney McDonald 4:48
Now, we could get into more of the how behind that. So we recognize some trends. How do you really work with your clients? Or maybe the better question is what is step one when it comes to a Okay, I’ve addressed or if I recognize that I want to automate this workflow, or I want to digitize this piece of the member experience, how do you go about approaching that?

Andie Dovgin 5:11
I think that starts with a strategy. And everything starts with realization of the fact that you need to introduce newer experiences and newer technology to your employees or your members, or both. Right. And I think that credit unions and regional banks specifically, they are under tremendous pressure, because what happens is that they have their customers that would have this expectations that ever since digitized, so they would not have lower expectations for a credit union, that they would have to, for example, for AWS, a company that may have much larger IT budgets and much larger capacity to deliver on them. And then on the other side, there are competitors, if you’re a smaller credit union, and you compete with some larger organizations, of course, you cannot have the same level of free sources apply to digital. So the question arises, like, how can I do more with less? What secret sauce that I can use so that I can keep up with those expectations, or sometimes even outpace my competitor competition, but by not throwing that much money and that much resources? So that’s kind of a big question that I think is a stepping stone in solving this problem. And you need to find a really a strategy and approach towards the digital transformation. And I think that no code, specifically, presents this unique opportunity for smaller organizations to achieve more with less. But in the meantime, this technological approach, and this automation should really well connected with a strategy, if you need to drive customer engagement if you need to drive new customer acquisition. So your approach to automation and types of workloads that you automate, should be focused on that if you want to really drive and grow your NPS and customer retention, then the types of workflows that you put out there will be a bit different. So we strongly recommend that you look at your strategy, look at your board strategy, find out how you can use innovative technologies, such as no code so that you can get this platform to, to really keep up with the needed demand. And then align every workflow and every process automation projects that you do was your strategy and was big, biggest impact that you can have to either your members or your employees.

Whitney McDonald 7:40
Now talking through those strategies to implement and how to approach it, could we maybe talk through some examples or a use case maybe one of your clients that does this? Well?

Andie Dovgin 7:54
Absolutely. So we’ve worked compromised with all sorts of different credit unions and regional banks and some large bands. So we have plenty of experiences and plenty of examples, I probably want to mention, and credit union. This is one of our customers, they’re located in Colorado Springs, area, they are number 26, or 25, within the List of largest credit unions. And I think they’re absolute incredible example of how to use NoCo technology, and how to innovate member experience. They have a smaller team of probably three, four people that oversee a deployment for 2000 users that use gracious platform on a daily basis. So gratiae kind of serves as the backbone of their member experience and my member engagement. And they have automated, a really long list of different apps and workflows using our technology, starting from interact, member engagement. So they work with all sorts of different car dealerships and some other partners. So they use our technology to identify those customers and set up experts experiences and set up relationships with them, as they use our technology for a contact center. So they use Croatia to identify every member that has colon, get some personalized recommendation hints how to tailor as a conversation and how to get this problem sold as soon as possible, as they use our system for lead management and product recommendations, so that they can capture all possible requests come in from their members, and then get the system to recommend what will be the next best product that can help this customer category. And those are just a few examples. I think the team did an amazing job and they have created multiple multiply multiplied applications. But it’s also very interesting that everything that I’ve just mentioned has been done with a really small team and they have not going to invest it. gazillions of dollars in it. through into this project, we’re able to manage a very lean project with a lean team and achieve so many things.

Whitney McDonald 10:06
Now, I know you gave this example of a credit union that you work with, could you give us a little bit more background on Create, show a little bit more about who exactly you are working with? And kind of set that up a little bit, so we can have a little bit more insight?

Andie Dovgin 10:23
Yep. So Chris was located in the intersection of three major product categories. One is workflow automation. So we automate any sort of workflow for banks and credit unions and organizations, and I’m gonna touch upon that in a minute. Then we have their strong customer relationship management capability with sales, marketing, customer service, and then average, none of that is built on top of a no code platform that enables non technical people, say, knowledge workers to automate those workflows and builds those applications without a line of code. And with that, we are really accelerating time to market. So those applications that you would think of deploying in months, or sometimes even years, can be deployed in days or weeks, right, and they can be deployed by business people. So someone was a member experience team can take this application and build their own app. Without talking to a team, we and following the right security and data governance, guardrails that’s already been built into the platform. So this, this platform is being used to automate all sorts of different areas within a credit union or a bank and business, starting from a member experience ever since related to member onboarding, member request management, down to lead management, Opportunity Management products, recommendation to even compliance and risk management. All of that can be combined in one single platform. And also we can use that to automate workflows for employees, like for example, employee onboarding, employee recommendations, all sorts of different training and development programs ever seen within one platform. I guess our ultimate goal for employees specifically, is to minimize the number of screens, that a regular employee in a credit union would touch. In some of the examples, some experiences that we’ve done, we’re moving from like 25 different screens to be used on a daily basis to three or four, right, so we’re significantly decreasing that that releases a lot of time of an employee of a credit union. And this time can be used to build better relationships and more meaningful relationships with credit union members. And secondly, we also pay a lot of attention to IT security, security and governance. So no code doesn’t eliminate a need to use it, it just puts it into a bit different role, much more strategic when you’re overseeing those projects, but not necessarily like doing some small low value activities. And you’re kind of drowning with this backlog of like change requests need to go through. So we have a fully automated governance package that helps to catch those possible issues, escalate them to relevant people and make sure that the data is secured, none of the needles regulations have been missed. And all those apps that are collectively created our FAQ or if any other app or product or sometimes even more secure than any other product that is being used by either credit union or bank.

Whitney McDonald 13:32
You’ve been listening to the buzz, a bank automation news podcast, please follow us on LinkedIn. And as a reminder, you can rate this podcast on your platform of choice. Thank you for your time and be sure to visit us at Bank automation news.com For more automation news,

Whitney McDonald 0:05
Hello, and welcome to The Buzz, a bank automation news podcast. My name is Whitney McDonald and I’m the deputy editor of big automation news. Joining me today is Andie Dovgin, Chief growth officer at Creatio a no code automation workflow and CRM platform. He is here to discuss how credit unions and banks can look to no code to innovate member experiences.Andie Dovgin 0:26
Absolutely. Thank you so much for having me Whitney. So my name is ended Elgin, and I’m Chief growth Officer here at Creatio as a global vendor of a no code platform to automate workflows and CRM for financial services institutions.Whitney McDonald 0:42
Okay, great. And thank you again, for being here. Let’s start bigger picture here. Just the importance of digitizing right now remaining competitive addressing client needs. Let’s talk through what you’re seeing in this space as it comes to digital transformation of banks.Andie Dovgin 1:01
Yes, look with me, I think that if we look broadly, there are lots of industries that are so dependent on digital transformation and digital experiences. I don’t believe there are many industries left untouched and unchanged with the impact of digital transformation. Think about our experiences, we now even take go go and visit concerts. So digital, right, we we get degrees, we do all sorts of things without leaving our couch. And I think that we are not very different from people around the globe. And if you think about all sorts of different organizations like financial services, educational health care, they’re undergoing such a massive transformation and change because the expectations of their customers are no different. And lots of customers expect any providers that they interact with an Amazon like service, you need an app, you need a very sleek and seamless process. And you can get your problem solved immediately, sometimes without even talking to a real human being. And I believe that right now, we live in an amazing time, where we see an absolute incredible impact of digital transformation on each and every industry and perhaps even each and every life.

Whitney McDonald 2:20
Now getting more into your background, in your forte, taking this digital transformation a little bit deeper, maybe you could talk through some of the trends that you’re seeing, as more more automated workflows come to be and talking through how you’re approaching that with your clients.

Andie Dovgin 2:38
Absolutely, I think that a lot of our customers are thinking and some of them are actually really obsessed with increasing customer member experience, right? Because if you think about that in the following way, we are in a very competitive market. And if you think about financial services and financial product, there is not much room to differentiate yourself, except to experience and relationships and your reputation that you have. And that’s why a lot of traditional organizations, banks, credit unions, mortgage companies, insurance companies, as they really invest into creating those delightful customer experiences or member experiences in the credit union space. And with that in mind, there there is a big trend in regards to digital transformation that is focused on digitizing those workflows, making sure that customers and members have this slick and seamless experience, and they can enjoy interacting with the company. I would say that this is one trend. The second trend is overall expansion of technologies and new ways of doing things. I think that the chat GPT is a great example of how things may change overnight and how people can really think differently about the role of technology in their life. But then the technologies that we’re really focused on, it’s called no code. So no code is a big trend. That is enabling non technical people that don’t have necessarily coding skills to go and automate foreclosed on build applications without special skills needed. But by using their demand domain knowledge, right. And with that, we can democratize a population of people that are not necessarily technical, but that can bring automation to their organizations. And the thing that no code is another great trend that has happened in in digital transformation that is really changing the way how businesses and organizations, think about automating those workflows. So I would probably focus on those two trends in regards to what we do and what we see on the market.

Whitney McDonald 4:48
Now, we could get into more of the how behind that. So we recognize some trends. How do you really work with your clients? Or maybe the better question is what is step one when it comes to a Okay, I’ve addressed or if I recognize that I want to automate this workflow, or I want to digitize this piece of the member experience, how do you go about approaching that?

Andie Dovgin 5:11
I think that starts with a strategy. And everything starts with realization of the fact that you need to introduce newer experiences and newer technology to your employees or your members, or both. Right. And I think that credit unions and regional banks specifically, they are under tremendous pressure, because what happens is that they have their customers that would have this expectations that ever since digitized, so they would not have lower expectations for a credit union, that they would have to, for example, for AWS, a company that may have much larger IT budgets and much larger capacity to deliver on them. And then on the other side, there are competitors, if you’re a smaller credit union, and you compete with some larger organizations, of course, you cannot have the same level of free sources apply to digital. So the question arises, like, how can I do more with less? What secret sauce that I can use so that I can keep up with those expectations, or sometimes even outpace my competitor competition, but by not throwing that much money and that much resources? So that’s kind of a big question that I think is a stepping stone in solving this problem. And you need to find a really a strategy and approach towards the digital transformation. And I think that no code, specifically, presents this unique opportunity for smaller organizations to achieve more with less. But in the meantime, this technological approach, and this automation should really well connected with a strategy, if you need to drive customer engagement if you need to drive new customer acquisition. So your approach to automation and types of workloads that you automate, should be focused on that if you want to really drive and grow your NPS and customer retention, then the types of workflows that you put out there will be a bit different. So we strongly recommend that you look at your strategy, look at your board strategy, find out how you can use innovative technologies, such as no code so that you can get this platform to, to really keep up with the needed demand. And then align every workflow and every process automation projects that you do was your strategy and was big, biggest impact that you can have to either your members or your employees.

Whitney McDonald 7:40
Now talking through those strategies to implement and how to approach it, could we maybe talk through some examples or a use case maybe one of your clients that does this? Well?

Andie Dovgin 7:54
Absolutely. So we’ve worked compromised with all sorts of different credit unions and regional banks and some large bands. So we have plenty of experiences and plenty of examples, I probably want to mention, and credit union. This is one of our customers, they’re located in Colorado Springs, area, they are number 26, or 25, within the List of largest credit unions. And I think they’re absolute incredible example of how to use NoCo technology, and how to innovate member experience. They have a smaller team of probably three, four people that oversee a deployment for 2000 users that use gracious platform on a daily basis. So gratiae kind of serves as the backbone of their member experience and my member engagement. And they have automated, a really long list of different apps and workflows using our technology, starting from interact, member engagement. So they work with all sorts of different car dealerships and some other partners. So they use our technology to identify those customers and set up experts experiences and set up relationships with them, as they use our technology for a contact center. So they use Croatia to identify every member that has colon, get some personalized recommendation hints how to tailor as a conversation and how to get this problem sold as soon as possible, as they use our system for lead management and product recommendations, so that they can capture all possible requests come in from their members, and then get the system to recommend what will be the next best product that can help this customer category. And those are just a few examples. I think the team did an amazing job and they have created multiple multiply multiplied applications. But it’s also very interesting that everything that I’ve just mentioned has been done with a really small team and they have not going to invest it. gazillions of dollars in it. through into this project, we’re able to manage a very lean project with a lean team and achieve so many things.

Whitney McDonald 10:06
Now, I know you gave this example of a credit union that you work with, could you give us a little bit more background on Create, show a little bit more about who exactly you are working with? And kind of set that up a little bit, so we can have a little bit more insight?

Andie Dovgin 10:23
Yep. So Chris was located in the intersection of three major product categories. One is workflow automation. So we automate any sort of workflow for banks and credit unions and organizations, and I’m gonna touch upon that in a minute. Then we have their strong customer relationship management capability with sales, marketing, customer service, and then average, none of that is built on top of a no code platform that enables non technical people, say, knowledge workers to automate those workflows and builds those applications without a line of code. And with that, we are really accelerating time to market. So those applications that you would think of deploying in months, or sometimes even years, can be deployed in days or weeks, right, and they can be deployed by business people. So someone was a member experience team can take this application and build their own app. Without talking to a team, we and following the right security and data governance, guardrails that’s already been built into the platform. So this, this platform is being used to automate all sorts of different areas within a credit union or a bank and business, starting from a member experience ever since related to member onboarding, member request management, down to lead management, Opportunity Management products, recommendation to even compliance and risk management. All of that can be combined in one single platform. And also we can use that to automate workflows for employees, like for example, employee onboarding, employee recommendations, all sorts of different training and development programs ever seen within one platform. I guess our ultimate goal for employees specifically, is to minimize the number of screens, that a regular employee in a credit union would touch. In some of the examples, some experiences that we’ve done, we’re moving from like 25 different screens to be used on a daily basis to three or four, right, so we’re significantly decreasing that that releases a lot of time of an employee of a credit union. And this time can be used to build better relationships and more meaningful relationships with credit union members. And secondly, we also pay a lot of attention to IT security, security and governance. So no code doesn’t eliminate a need to use it, it just puts it into a bit different role, much more strategic when you’re overseeing those projects, but not necessarily like doing some small low value activities. And you’re kind of drowning with this backlog of like change requests need to go through. So we have a fully automated governance package that helps to catch those possible issues, escalate them to relevant people and make sure that the data is secured, none of the needles regulations have been missed. And all those apps that are collectively created our FAQ or if any other app or product or sometimes even more secure than any other product that is being used by either credit union or bank.

Whitney McDonald 13:32
You’ve been listening to the buzz, a bank automation news podcast, please follow us on LinkedIn. And as a reminder, you can rate this podcast on your platform of choice. Thank you for your time and be sure to visit us at Bank automation news.com For more automation news,