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.
