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How Coforge transformed the Loan Servicing platform of a leading retail bank

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.


  • 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.
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