CUSTOMER SUCCESS STORY | JUNE 2015
Banco Mercantil Universal Ensures
Efficient Project Management
with CA Project & Portfolio
Management
CUSTOMER PROFILE
Industry: Financial services
Company: Mercantil Banco Universal
Employees: 8,850
Revenue: $4.5 billion
BUSINESS
Mercantil Banco Universal
is currently the most
comprehensive financial
services company in
Venezuela. With 90 years
of experience, it has
branches in nine countries
in the Americas and Europe.
CHALLENGE
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SOLUTION
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2 | CUSTOMER SUCCESS STORY: MERCANTIL BANCO UNIVERSAL | JUNE 2015
Business
One of the largest financial institutions
in Venezuela
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Mercantil Banco Universal was founded in 1925 and today, 90 years later, it’s a
leading presence in the Venezuelan financial system, with revenues of approximately
$4.5 billion. The institution is now the first and most comprehensive financial services
provider in Venezuela, with a presence in nine countries in the Americas and Europe.
The institution offers a wide range of high-quality financial services, reaffirming
its mission to meet the aspirations of individuals and the local community where
it operates.
To deliver its products and services in Venezuela, the institution has a network of
approximately 264 branches, 1,355 ATMs and 51,000 outlets, as well as 24-hour
phone and Internet customer services. To complete the network, it has one branch
in the United States (Coral Gables, Florida), one branch in Curacao and five
representative offices in São Paulo, Bogota, Lima, Mexico City, and New York City.
Since its founding, Mercantil Banco Universal has actively participated in the
development of local markets where it operates through financing the country’s
trade, agriculture and industry. Through Fundación Mercantil, it performs ongoing
work in different sectors of society, ratifying its social commitment with Venezuela.
Challenge
Consolidating project management
sources
To address its aggressive growth strategies, Mercantil Banco Universal has a
Corporate PMO (Project Management Office) that is responsible for supervising
and controlling the evaluation and implementation of projects in the fields of
operations and business technology. “These projects are defined by strategic
guidelines established by the board of directors,” says Fernando Moreno Niebla,
Program and Project Coordinator (PMO) of the institution.
According to the executive, the responsibilities of this department include:
“Our main challenge
was to integrate
the five different
tools that we
used for project
management.”
Fernando Moreno Niebla
Program and Project Coordinator,
Mercantil Banco Universal
• Promoting the use of policies and project management models
and change management in projects
• Assisting formalization, prioritization, planning and implementation
processes of different projects
• Ensuring, along with project stakeholders, that the project outcomes
generate value and comply with the outlined requirements
• Ensuring the satisfactory implementation of the portfolio for the
customer and the project team.
“In light of these objectives, our main challenge was to integrate five different
tools that we use for the management of these projects,” says Niebla.
He notes that the institution used them to conduct the population of project files
with relevant information; project planning; keeping a record of resource hours;
storing related documents and resource matrix management.
3 | CUSTOMER SUCCESS STORY: MERCANTIL BANCO UNIVERSAL | JUNE 2015
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The executive explains that all specifications related to the requirements, estimates
and changes were in Microsoft Word files, which hindered searching for information
and reporting. At the same time, relying on different sources caused some of the
information to be duplicated. “We needed to provide the business departments with
better visibility of the projects and the ability to create their own reports, in addition
to standardizing project plans,” he explains.
Solution
Simplified, centralized management
According to Niebla, the selection of the solution was decided following an
assessment that reviewed the features required. CA Project & Portfolio Management
was chosen because it fulfilled these demands.
The implementation project lasted six months and was carried out between January
and July of 2013 with the help of IT Business Solution, a CA Technologies business
and implementation partner.
After its implementation, a group of eight people from different departments
were trained on how to use the solution. They found that CA Project & Portfolio
Management keeps data on project estimates, changes and plans centralized,
complete and consistent, thus avoiding duplication in the registry. “The departments
involved can manage their own reports and review their programs and portfolios,”
Nielbla adds.
“We now have the
capacity to manage
around 300,000
hours per year.”
Fernando Moreno Niebla
Program and Project Coordinator,
Mercantil Banco Universal
To optimize use of the solution, ITBS trained another ten professionals on the
features of CA Project & Portfolio Management. After implementation, the PMO
of Mercantil Banco Universal prepared and conducted workshops for all users of
the solution. In total, the initiative has trained approximately 260 employees.
During the six-month implementation Mercantil Banco Universal focused on new
projects. “During this period, we had active participation from the PMO in assisting
various project members,” explains Niebla.
Older projects continued using the previous tools during this period, before being
migrated to CA Project & Portfolio Management. Today, the old platform is kept only
for consulting historical data.
CA Project & Portfolio Management is now used for the following processes:
• Demand management
• Portfolio management
• Project and program management
• Resource planning management
• Resource management (time control).
4 | CUSTOMER SUCCESS STORY: MERCANTIL BANCO UNIVERSAL | JUNE 2015
“We currently manage a portfolio of 300 projects, 130 of which are active,”
says Niebla.
He reveals that five program leaders, 75 project leaders, 140 requesters, ten support
area users (audit, risk, and compliance) and 270 staff members work directly with
the solution. “We now have the capacity to manage around 300,000 hours per year,”
he says.
Benefit
Centralized project management
“The major benefit of the implementation of CA Project & Portfolio Management
is the integration of a number of project management tools into one solution,”
says Niebla.
The financial services provider has seen clear benefits, such as:
• Consolidation of five tools into a web system for project and program management,
portfolio management, demand management and resource management
• Easy access to all the information relating to a project and reporting capabilities
• Greater control of process activities and improved decision making
• More consistent and complete information stored for each project.
In addition to these benefits, since the adoption of CA Project & Portfolio
Management, the solution has provided greater visibility of the status of projects
and their possible deviations, as well as standardizing information and project
plans. “We have a lot more flexibility when carrying out activities related to
project and portfolio management,” concludes the executive.
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