No financial company has ever said to a customer “we have too many clients, so we do not have time for you.” As long as you are financially viable, banks and insurance companies will want to deal with you. However, customer rejection occurs in the form of slow processes that become so cumbersome as to cause customer desertion; e.g. people simply giving up on asking for credit because it is too difficult or slow.
No one wants to reject good customers, but in an ever-growing market financial companies such as banks and insurance companies are sometimes limited by their size and their very nature. The processes they use to provide their services are strict, tidy and transparent. This is why we trust them after all, it is their very essence. However, the complexity and degree control they need can become their own worst enemy, as both this complexity and control need to be constantly replicated on an ever-increasing scale. The result is that, with each iteration on a larger scale, the system becomes either less strict or slower. Since less strict processes mean less reliability, the lesser of two evils is chosen, and thus processes become slower.
The size of many financial institutions works against them in this aspect, as an overhauling of the system that governs the operations of an international big bank, for example, is a lengthy, laborious and daunting task that is not cost-effective even if everything goes according to plan. Once the risks of a failed implementation and possible downtime in operations are calculated, a project of this magnitude is rapidly regarded as impractical, unviable. As a result, many AAA financial institutions work with outdated systems that become slower the more they are spread thin to service the constantly growing client base.
In BeeckerCo we offer BPM's related consulting services such as Project Management Offices, Change Management and Business Process Mapping to complement our BPM services