Union Bank accelerates return on investment

The bank’s ECM strategy evolves over 18 years from imaging and workflow to case management

Published on 30 Sep 2013

Now we can use a document to start a process and the IBM Case Manager workflow modeling capabilities put control in the hands of the business. Updating a business process rule, for example can be completed in three days instead of three months.

Albert Pena, vice president of bank operations.

Union Bank, N.A.


Deployment country
United States

Pyramid Solutions, Inc.


The primary subsidiary of UnionBanCal Corp., Union Bank, N.A. offers a broad array of financial services to individuals and businesses from small firms to major corporations. It operates approximately 400 retail branches in California, Washington and Oregon. Union Bank also has commercial branches in Dallas, Houston, New York and Chicago, as well as two international offices in Asia.

Business need
Union Bank, N.A. wanted to further increase responsiveness and reduce costs by continuing to evolve its ECM strategy begun in 1994 to eliminate paper-intensive manual processes.

The bank teamed with IBM Business Partner Pyramid Systems, Inc. to extend existing IBM® FileNet® content management solutions with IBM Case Manager software.

By enabling business-driven use-case modeling and fostering reusability, Union Bank speeds deployment of process improvements, enterprise-wide


IBM products and services that were used in this case study.

IBM Forms, FileNet Content Manager, Datacap Taskmaster Capture, Case Manager, FileNet Image Services, Case Foundation

ECM - Advanced Case Management (ACM), ECM - Advanced Case Management (ACM), ECM - Enterprise Content Management, ECM - Advanced Document Imaging, Big Data & Analytics, Big Data & Analytics: Operations/Fraud/Threats

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