Shell Corporate Card Application Process Improvement

This case study details Shell's initiative to enhance the application process for its corporate credit card program in collaboration with Citi. The document outlines the challenges faced by Shell employees, including the lengthy application process that averaged 38 minutes and required multiple submissions of the same documents. To address these issues, Shell and Citi organized a workshop to identify inefficiencies and duplications in the process. The findings led to the implementation of a new digital capability within the CitiManager portal, allowing applicants to upload documents directly, thereby streamlining the application process. As a result of these changes, the approval time for applications was significantly reduced to just six and a half minutes. The study highlights the positive impact on employee productivity and satisfaction, as well as the transition of the card-processing team from routine tasks to more complex problem-solving roles. The new process has been successfully rolled out across various countries, showcasing a commitment to continuous improvement in operational efficiency.