Results

1. Improved Process Efficiency:

   Standardizing and aligning processes significantly improved operational efficiency, resulting in faster turnaround times and reduced operational costs. 

2. Enhanced Customer Satisfaction:

   Consistent service delivery and improved quality management practices resulted in higher customer satisfaction and loyalty. 

3. Regulatory Compliance:

   The structured approach to quality management ensured that the bank met all regulatory requirements, thereby minimizing risks associated with non-compliance. 

4. Continuous Improvement:

   The QMS facilitated a culture of continuous improvement, with regular reviews and updates to processes ensuring the bank remained agile and responsive to changing market conditions. 

5. Employee Engagement:

   Training and involvement in the QMS process increased employee engagement and ownership, leading to a more motivated and efficient workforce. 

Conclusion

The implementation of ISO 9001:2015 by SMH Global at Riyad Bank marked a significant transformation in the bank’s operations. The bank improved its operational efficiency and customer satisfaction by aligning and standardizing processes. It established a robust framework for continuous improvement and regulatory compliance. This case study demonstrates the tangible benefits of adopting ISO 9001:2015 in the banking sector and highlights the pivotal role of SMH Global in driving this successful implementation.

Key Features and Functionality

• Unified Complaint Handling:

  The application provides a centralized platform for managing complaints, enabling quick resolution and efficient tracking.

• Enhanced Customer and Outlet Management:

  Tools for real-time management of customer interactions and outlet operations, ensuring better service delivery.

• Efficient Asset and Spare Part Management:

  Advanced tracking and management of assets and spare parts, reducing operational downtime.

• Streamlined Invoice Generation:

  Automated invoicing processes to ensure accuracy and timely billing.

• Robust Quality Management:

  Comprehensive tools for scheduling, tracking, and managing quality assessments.

• Store App Integration:

  A seamless integration of the store app for generating and tracking complaints from specific stores, ensuring all issues are visible to relevant stakeholders.

• Engineer App Integration:

  A dedicated engineer app for real-time issue logging, monitoring, and resolution, enhancing operational efficiency.

Results

The implementation of the CMMS web application resulted in significant operational improvements for Coca-Cola Saudi Arabia, including:

• Increased Operational Efficiency:

  Streamlined processes led to faster complaint resolution and better resource allocation.

• Enhanced Transparency:

  Improved visibility into operational issues and detailed tracking logs increased accountability.

• Better Customer and Outlet Management:

  Enhanced tools for managing customer data and outlet operations resulted in higher service quality.

• Reduced Downtime:

  Efficient management of assets and spare parts minimized disruptions and extended asset lifecycles.

• Accurate Invoicing:

  Automated invoicing processes ensured accuracy and timeliness in billing.

• Real-Time Issue Tracking:

  Integration of store and engineer apps facilitated real-time tracking and resolution of issues, boosting overall efficiency.

Conclusion

The bespoke CMMS web application developed by SMH Global Services provided Coca-Cola Saudi Arabia with an effective solution to streamline operations and enhance efficiency. The tailored application facilitated centralized complaint management, improved customer and outlet operations, optimized asset and spare part management, and ensured accurate invoicing. The integration of store and engineer apps enabled real-time issue tracking and resolution, significantly boosting operational efficiency and service delivery.

Benefits Realized

Significant Time Savings:

• Automating data collection, filtering, and comparison processes dramatically reduced the time required for reconciliation.
• The system swiftly handles large volumes of data, enabling daily reconciliation tasks to be completed in a fraction of the time previously required.

Reduced Manual Effort:

• The system freed up bank personnel to focus on more strategic tasks by eliminating the need for manual data handling and comparison.
• The risk of human error was significantly minimized, leading to more accurate reconciliation results.

Enhanced Operational Efficiency:

• The automated system ensured a consistent and reliable reconciliation process.
• It provided a clear audit trail for all reconciliation activities, improving transparency and accountability.

Faster Resolution of Discrepancies:

• Unmatched entries and discrepancies were quickly identified and flagged, allowing faster resolution and reduced holdover periods.

Conclusion

The Samba Reconciliation Project by SMH Global transformed how Samba Bank handles its reconciliation processes. The system provided significant time savings, reduced manual efforts, and enhanced operational efficiency by automating the data handling, filtering, and comparison tasks. This project stands as a testament to SMH Global’s commitment to delivering innovative and effective solutions tailored to the specific needs of its clients.

Integration of Mobile Application

In addition to Recon, SMH Global developed a mobile application specifically for Coca- Cola Saudi Arabia’s suppliers. This mobile app allowed suppliers to select an outlet and upload receipts directly from their mobile devices. The uploaded receipts were seamlessly integrated with Recon, making the reconciliation process even more efficient and convenient.

Implementation Process

SMH Global implemented Recon at Coca-Cola Saudi Arabia, following a structured approach:

• Assessment and Requirement Gathering:

  SMH Global conducted a comprehensive assessment of Coca-Cola Saudi Arabia’s reconciliation process, identifying pain points and

• Customization and Configuration:

  Based on the assessment, SMH Global customized and configured Recon to align with Coca-Cola Saudi Arabia’s unique business processes and

• Training and Adoption:

  SMH Global provided extensive training to Coca-Cola Saudi Arabia’s team members, ensuring seamless adoption and utilization of Recon and the mobile

• Continuous Support:

  SMH Global offered ongoing support and maintenance services, ensuring smooth operation, and addressing any issues or concerns

Results and Benefits:

The implementation of Recon and the integration of the mobile application brought about significant improvements for Coca-Cola Saudi Arabia:

• Increased Efficiency:

  Recon streamlined the invoice reconciliation process, reducing manual efforts and saving time and The mobile application simplified the receipt submission process for suppliers, further enhancing efficiency.

• Improved Accuracy:

  With advanced matching algorithms and seamless integration of receipts from the mobile application, Recon enhanced the accuracy of invoice matching, minimizing errors and

• Enhanced Visibility:

  Recon provided real-time visibility into invoice status, enabling timely resolution of discrepancies and informed decision-making. The mobile application allowed for instant receipt submission, improving visibility into incoming

• Cost Savings:

  By optimizing the reconciliation process and streamlining supplier interactions, Recon and the mobile application helped Coca-Cola Saudi Arabia achieve cost savings and operational

Conclusion:

SMH Global Recon solution, integrated with a mobile application for suppliers, empowered Coca-Cola Saudi Arabia to overcome their invoice tracking challenges effectively. By automating and streamlining the reconciliation process and supplier interactions, Recon and the mobile application enabled Coca-Cola Saudi Arabia to achieve greater efficiency, accuracy, and visibility in managing their invoices, contributing to their overall operational excellence and financial integrity. With SMH Global expertise and innovative solutions, Coca-Cola Saudi Arabia was able to transform their reconciliation process and drive business success.

SMH Global’s scope of work included:

Provision of T-24 Modules

1. • Ensuring the deployment and integration of all necessary T-24 modules within the R-21 system.

Quality Assurance

• • Conducting thorough quality assurance processes to ensure the new system’s stability and performance

User Acceptance Testing

1. • Extensive UAT was executed to ensure the system meets business requirements and is ready for production. The UAT team oversaw testing, created and executed test cases, and managed defects.

System Integration Testing

1. • System integration testing (SIT) of core banking with other banking interfaces involved verifying that all the interfaces work together seamlessly and fulfill the requirements of end-to-end banking operations.

• Internet Banking (IB) & Business Internet Banking (BIB)
• Mobile Banking (MB)
• BPM Auto lease
• Interactive Voice Response (IVR)
• Enjaz Mobile Banking Remittance & KIOSK Remittance
• Teller Cash Recycler
• Point of Sale

Third-Party Services Testing

• • Testing third-party services and APIs with T24 R21 core banking involved verifying the integration and functionality of external systems and APIs with the T24 R21 core banking platform.

• Sadad Payment (Non-Government Transactions)
• MOI Sadad Payment (Government Transactions)
• Mobily Pay (API Testing) 

Consultancy Services

Providing expert guidance and support throughout the upgrade process.

Solution Implementation

Addressing specific client requirements and ensuring the seamless transition of custom features, such as the printing functionality and Main Line Inquiry for large file uploads.

Challenges and Solutions

Printing Functionality

• Challenge:

  The R-16 desktop version included a critical printing button feature that needed to be replicated in the R-21 web-based version.

• Solution:

  SMH Global successfully implemented the printing functionality in the R-21 web interface, ensuring continuity for users accustomed to this feature.

Mainline Inquiry for report export

• Challenge:

  The R-21 version imposed a 3-minute limit for report export, which needs to be increased for the large files used by Bank Albilad.

• Solution:

  We implemented a Main Line Inquiry feature that provided an alternative export path, accommodating the complete download of large files without time constraints.

Active Directory Authentication

• Challenge:

  The R-16 system lacked Active Directory Authentication, posing security concerns.

• Solution:

  The R-21 upgrade included Active Directory Authentication, significantly enhancing system security and user management.

Addressing Pain Points

1. Obsolescence of R-16:

   The upgrade addressed R-16’s outdated technology, bringing Bank Albilad up to date with modern, efficient banking technology.

2. Performance Issues:

   Transitioning to the web-based R-21 version resolved performance issues, providing a faster and more responsive system.

3. Lack of Cloud Integration:

   The R-21 system’s cloud-based infrastructure improved scalability, flexibility, and security.

Outcome

SMH Global successfully upgraded Bank Albilad’s core banking system from R-16 to R-21. The new platform is modern, secure, and efficient, enabling Bank Albilad to enhance its competitive position in the market. The seamless transition ensured minimal operational disruption and laid a robust foundation for future technological advancements.

Conclusion

SMH Global’s expertise and commitment were instrumental in successfully upgrading Bank Albilad’s core banking system. Our comprehensive approach, encompassing consultancy, quality assurance, and custom solution implementation, ensured a smooth transition to the R-21 version, significantly improving operational efficiency and security. This project underscores our capability to deliver complex IT solutions tailored to the unique needs of financial institutions.