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.

overview of the clients needs
  • 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.

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