Process Improvement Case Study

Fully digitised Personal Loan originations process for large Australian Financial Services organisation


  • Manual, paper-based Personal Loan application process supported by an outdated legacy receivables platform with limited digital capability
  • Lack of digital innovation in the industry, particularly when considering the experience of applying for a personal loan
  • Organisation had limited online presence due to technical constraints of current system architecture and processes


  • Developed the future state LEAN processes to define the critical requirements for the Salesforce CRM implementation.
  • Requirements defined to provide a full digital experience for customers and staff, including ability to accept loan contracts digitally vs. wet signature on paper.
  • Developed instant credit decisioning process for an additional 20% of customers applying online
  • Led agile iteration sprints to continuously improve the platform and refine UX/CX
  • Implemented a continuous improvement program to iterate improvements post go-live.
  • New target operating model defined and implemented including complete definition of roles and structure, performance frameworks and measures, incentive/commission models, training and development


  • Delivered the core platform, technology and automated workflows to enable the centralisation of the branch network and implementation of target operating model, resulting in a ~40% reduction in full time equivalent resources for the same volume of sales
  • Increased NPS and customer satisfaction through continuous removal of high effort/pain points on customer journey
  • ~30% reduction in the time taken to provide a credit decision
  • Industry leading completely digital origination experience with zero requirements for printed contracts and wet signatures.