In the pursuit of becoming the 'Best in Class' lender, leading banks in the Asia Pacific region are embracing the 'Digital Lending' revolution. This transformative shift aims to minimize the 'Time to Decision,' enhance customer experiences, reduce operational risks, optimize origination costs and facilitate self-service portals. The vision of one such leading bank was to establish the best end-to-end mortgage experience, ensuring consistent and sustainable growth.

Our client faced challenges with delayed fund disbursement, unclear responsibilities in processing queries, high operational risks, inaccuracies in material payments, non-standardized KPIs and difficulty in sourcing and validating information from multiple systems. This operational inefficiency led to a rise in foreclosures, prompting the need for a complete overhaul. The bank partnered with HCLTech to implement tailored solutions.

The objectives were precise — optimize disbursement processing speed through standardization and digitization, reengineer end-to-end disbursement processes, mitigate risks with robotic process automation, reduce operational costs, establish proper KPIs for efficient performance measurement and enhance customer satisfaction. The focus was on empowering the bank to deliver a superior end-customer experience and building a scalable platform beyond lending operations.

HCLTech, in collaboration with the bank, strategically leveraged PEGA Case Management for workflow and RPA Blue Prism for Robotic Process Automation. Adopting a trusted data approach aimed at eliminating errors in manual processes, an end-user portal was meticulously developed using the PEGA platform. This portal seamlessly integrated with multiple systems, offering a comprehensive view of customer details. Manual processes were efficiently automated using bots, transforming the loan disbursement landscape and significantly enhancing the overall customer experience.

The transformative results were substantial:

The implementation of fraud detection systems further fortified overall business efficiency. The digital experience for both customers and colleagues underwent a remarkable enhancement, solidifying the bank's position for unparalleled growth in the digital era.