Home › Resource library › Case studies › How coforge transformed the loan servicing platform of a leading retail bank How Coforge transformed the Loan Servicing platform of a leading retail bank Share The Client Our Client is one of the leading retail banks in terms of assets and customer deposits, offering a comprehensive range of financial products and services to retail customers. Business Challenge Existing system lacked a single unified case management platform for loan servicing processes with a common reusable framework. The legacy application was not meeting the technological needs anymore. The system was not scalable to changing operational needs. Business workflows and rules were not customizable as per changing business needs. The existing process required manual intervention and lacked automation of processes. The existing reports were manual via spreadsheets and email. Coforge Solution Coforge built a solution using Case Management and Pega RPA to: Effectively automate the existing processes thereby reducing the turn-around-time on the operational front. Simplify the UI and configurations for business and admin users to easily manage the operations. Enforce SLAs for the Loan servicing processes and increase system efficiency holistically. Improve the reporting capabilities and auto-scheduling of reports via emails. Elevate the customer experience via real-time correspondence with external parties. Result Automated processes and correspondence capabilities. Secure application that is available on cloud. Seamless experience with access to various systems integrated to provide a smooth case processing with reduced TAT. Robust audit tracking tracing to minute levels. Improved reporting and access management features. Reduced 30% of client FTE earlier required to process the cases.