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Manual, paper-based Personal Loan application process supported by an outdated legacy receivables platform with limited digital capability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.