The home loans business unit was required to use business processes developed to accommodate both human and systematic inefficiencies. This resulted in lengthy turnaround times, underpinned by a lack of customer-centric processes, that led to diminished levels of customer service and satisfaction. BSG’s involvement introduced customer-centric processes and reduced inefficiencies to ensure greater levels of customer satisfaction.

To avoid a further standalone application system, BSG analysed multiple application processes throughout the bank and consolidated them into one streamlined process. By developing a high-level process architecture model of the end-to-end home loans process, the BSG team was able to identify handover points, opportunities for optimisation, key dependencies and areas where customers fell out of the process.

BSG collaboratively engaged with subject matter experts to gather information regarding the high-level as-is view, and then developed the detailed to-be view. This included process models for the business operations and systems involved, and the supporting functional requirements to enhance the existing systems and workflows.

Once the analysis phase was completed, BSG provided a handover to the bank’s technical team to implement the overall solution, which was successfully launched.