Creating a common home loan application process for a leading South African bank to reduce turnaround times and improve customer experience
BSG enabled a market share gain in home loans for the client and enhanced the customer experience, through system and process efficiencies resulting from a decrease in handover points and a reduction in home loan turnaround times.
Enable an efficient application process, focused on customer-centricity
Create a consistent customer experience and application processing functionality across products and channels
Decrease applications processing turnaround time for home loans
Develop a tool to manage home loan application processing and bond origination
Develop an optimised end-to-end process, focused on customer-centricity, that can firstly be applied to home loans and ultimately across the enterprise
Reduce turnaround times for the processing of home loans by improving operational efficiencies and creating a customer-centric focus
Improved customer experience resulting in customer advocacy
Significantly reduced handover points resulting in fewer inefficiencies
80% reduction in turnaround time
Driving increased customer satisfaction by reducing inefficiencies and introducing customer-centric processes.
Do you need to optimise your business operations, reduce costs and improve customer experience?
At BSG, our Business Consultants are trained to effectively evaluate current processes, identify areas for improvement and develop proactive, strategically-aligned roadmaps for implementation to ensure seamless delivery of value and an improved customer experience.