Automating of the loan origination process in the bank

Customer
An international commercial bank with over 300 branches, serving more than 190,000 small and medium-sized businesses, over 1,500 large corporations, and 1.5 million individual clients.

Challenge
The bank’s credit application process was slow and manual, leading to:

• Client attrition: 15% of applicants abandoned the process for faster alternatives at other banks.
• Lost revenue due to lengthy loan processing times.
• High personnel costs due to the large staff required for loan processing.

The bank recognized that its loan decision-making and agreement processing times were not competitive, and it lacked tools to track process performance and control outcomes.

Business Objectives

1. Automate and optimize the sales process for small, medium, and corporate loans—from application initiation to agreement registration, with performance tracking.
2. Automate customer verification and scoring in internal and external systems.
3. Resolve the “swivel chair” issue of navigating multiple systems and screens.
4. Reduce loan agreement issuance to 10 minutes from application to fund disbursement.
5. Implement a transparent monitoring system for the loan process.

Solution

• Developed a customer portal for online loan applications, optimizing workflows to ensure compliance with required actions and document handling.
• Created a “single window” interface for unified customer interactions.
• Integrated customer scoring and linked to internal and external systems.
• Automated loan processing for corporate clients using Camunda, with SLA and KPI tracking capabilities.

Results
The bank achieved the following outcomes:

• Increased revenue from loans.
• Reduced loan issuance time to 10 minutes.
• Decreased staffing needs for loan processing by 17%.
• Reduced branch workload and enabled remote service options for clients.
• Lowered the number of branches as more clients adopted online services.