How Valley Bank streamlined operations and boosted engagement with ProcessPro
Posted by James Ross on April 6, 2025
Valley Bank is a mid/large regional bank, managing over $62 billion in assets and currently providing retail and commercial banking services in New Jersey, New York, Florida, Alabama, Illinois, and California.
Before ProcessPro, Valley Bank’s rapid expansion through acquisitions left them with inconsistent, fragmented processes. By documenting everything in a centralized platform, they’ve begun replacing tribal knowledge with standardized, accessible procedures across departments.
What specific challenges or pain points were you experiencing before implementing the process mapping software?
As an organization which has grown substantially through both organic growth and multiple acquisitions of small and mid-size banks over the last 2 decades, we had multiple processes for the same or similar procedures, often poorly written or lacking definition and not easy to find or share across the space.
So we’re trying to figure out things from scratch, and that was the primary decision to go towards process mapping software—to achieve or have the ability to document things that we can have long term and get away from that tribal knowledge as we call it.
What motivated you to seek out a process mapping solution? Were there any specific goals or objectives you wanted to achieve?
My primary goal in my current role is to identify opportunities for increased efficiencies, and in the case of software being a potential solution, to identify and select the software. Considering the varied nature and availability of our current processes, eliminating ambiguity and centralizing processes was my primary purpose for seeking out a mapping solution. Specifically, we were looking for a solution to provide a centralized location for all processes that would also allow for automated circulation and communications when processes are updated, require viewing or approvals, or need to be used as reference or audit material.
Process Pro ended up being that solution, in large part due to the way in which processes could be organized, shared, and managed throughout our organization while also including measures to monitor and ensure our processes are kept up to date and at the ready.
Download a summary of the Valley Bank case study
How did you evaluate different process mapping software options? What factors were most important in your decision-making process?
I compared ProcessPro with several other process mapping and management platforms. Simplicity for users was a primary factor, as a key goal was to ensure ease of use for front-end users. Process management capabilities, such as distribution, acknowledgment and sign-offs, and scheduled review periods were key. I also focused on the ability to provide view-only access to the masses as a standard output, while limiting editing capabilities to a select few and ensuring consistency in the formatting and presentation of processes regardless of who mapped and published them. Branding, customization, and personalization of the user experience were also important considerations.
What benefits or improvements have you observed since implementing the process mapping software? Can you provide specific examples or metrics?
We are still early in the adoption process, having implemented ProcessPro just around 1 year ago. That said, we have quickly identified, highlighted, and eliminated inefficiencies and duplicative steps in several processes, and we have been able to eliminate or adjust these steps and then share these changes quickly and effectively across broad spaces.
“We’re seeing cleaner workflows and faster communication, and it’s only the beginning.”
How has the software impacted collaboration and communication within your organization?
Implementing ProcessPro has introduced our teams to new ways of collaborating. As they begin to see the results and better understand our goals and reasoning for driving these changes, our teams have become excited to sit, share, and map processes as they experience the improved results in real time.
Can you share any success stories or notable achievements that were made possible by using the process mapping software?
Early in our implementation, our greatest success has been the excitement and interest our teams have shown in peeling back the layers of our processes to streamline and improve daily operations. In short, our team is excited about the effort required to improve our processes because they are living the results in real time!
“It’s no longer about forcing change. Teams want to improve things because they can see it working.”
How has the software improved efficiency or productivity in your processes? Have you been able to identify any bottlenecks or areas for improvement that were previously overlooked?
Through the implementation of ProcessPro, we have been able to identify both duplicate and/or unnecessary steps in multiple processes while also spotting opportunities for automation within existing processes. Combining process mapping with automation opportunities allows us to improve our processes at an exponential rate by adding both manual efficiencies and automations simultaneously.
Have you noticed any positive changes in employee engagement or satisfaction as a result of using the process mapping software?
The level of trust our team has in our processes has noticeably increased as a result of our process improvement efforts centered around ProcessPro. While we are still early in the process, our team recognizes the value of these efforts and is both appreciative and supportive. ProcessPro is seen as a tool designed to improve daily operations by eliminating manual steps and duplicative efforts, allowing our teams to focus on detailed and crucial tasks that require their expertise.
Have there been any unexpected benefits or outcomes from using the software that you did not anticipate?
Overall, the rate of acceptance has been surprising. Change is always disruptive, but adoption and acceptance at all levels have been much quicker and smoother than we expected.
“We braced for resistance, but instead got excitement. People saw the value right away.”
How would you describe the overall user experience and ease of use of the process mapping software?
ProcessPro has been fantastic in both its simplicity and functionality. While it offers enough complexity to allow options, customization, and personalization, it has also proven to be an easy-to-learn application from both a design and implementation perspective. We have been able to introduce and implement ProcessPro quickly, even in spaces that might not be as tech-savvy, and we have done so with relative ease.
What features or functionalities of the software have been most valuable to your organization?
Consistent formatting, an approval matrix, in-platform communication and notifications, along with collaboration and automation options have been the most valuable features.
Are there any other comments that you would like to make?
ProcessPro has been a valued addition to our team, and we expect to continue growing and developing with the platform for years to come.
James Ross
As the Founder and CEO, I’m passionate about all things process mapping and sharing my experience with our valued clients. I work closely with our teams to ensure that ProcessPro solves real, everyday process mapping problems.
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