Enabling
scale on all levels

Learn how patchley turns SME interviews into structured process models, eliminating hidden knowledge and manual documentation.

Learn how patchley turns SME interviews into structured process models.

patchley turns spoken or written process descriptions

into clean process artifacts - live during workshops, interviews, or documentation sessions.

Try it for free

Contact

Sector

Financial Technology

Location

North America

BPM Lifecycle

Discovery

Process Mapping

Gap Analysis

Implementation

Audit & Compliance

CHALLENGE

Hidden Knowledge in
SME Interviews

A fast-growing fintech scaleup was struggling to standardize its customer onboarding process. The workflow involved five departments—Compliance, Risk, Sales, IT, and Customer Support—each with its own undocumented shortcuts and manual workarounds.

The problem? The only people who truly understood the process were three overworked subject matter experts (SMEs)—and their knowledge was locked in their heads. Interviews with these SMEs were time-consuming and inconsistent. One SME might describe the KYC (Know Your Customer) check as a "quick automated step," while another would reveal it involved manual overrides in 20% of cases.

For a company where compliance and precision are paramount, this inconsistency led to onboarding delays, audit failures, and frustrated customers waiting days for approvals that should take hours.

The conversation contains the process.
The current workflow loses it.

SOLUTION

AI-Driven Interview
Structuring with patchley

The fintech adopted patchley to structure its SME interviews. Here’s how it worked.

Transcribed

"If the risk score is below 70, we override it—but only if the client is in a high-risk jurisdiction."

Inconsistencies

"SME 1 said risk score is automated, but SME 2 mentioned manual work in 20% of cases."

Clarifications

"What triggers a manual override, and who approves it?"

By the end of the interview, the team had a fully developed BPMN 2.0 model of the entire onboarding flow, including exception paths, along with a gap analysis revealing four undocumented manual steps and two compliance risks, and a traceability report linking every model element to the SME who provided it.

RESULT

From Days to Minutes

patchley transformed days of post-interview reconstruction into a same-day deliverable, ensuring 100% audit readiness and eliminating onboarding delays with AI-driven process mapping.

Onboarding time: Reduced by 40%

Audit readiness: 100% compliance in the next audit.

SME time saved: 8 hours per week (previously spent in follow-up meetings)

"We thought we knew our process inside out. patchley showed us we were missing half of it."

— Head of Compliance

patchley UG (haftungsbeschränkt)

www.patchley.com

info@patchley.com

Enabling scale on all levels