To stand out amid fierce competition from digital entrants and peers, a European bank wanted to offer simple, convenient, and easy-to-use financial solutions for all of its customers, whether they favored mobile, online, or branch channels. The bank also sought to reduce its costs—already among the lowest in the industry—and to simplify and streamline its commercial-lending processes, from risk underwriting and collateral acceptance to compliance. Having exhausted traditional cost-saving levers in previous efforts, it decided to digitize its loans business but keep its large legacy IT infrastructure intact.
The client already operated as a digital bank in some parts of the business. It had lending processes that met market standards with loan approvals for small-and-medium-size-enterprise clients within 24 to 48 hours. Even so, preparing a credit application required a relationship manager to toil through as many as 50 screens, some asking for data that had already been provided. Customers and employees alike were frustrated. Relationship managers and credit officers spent much of their time on routine tasks that squandered their expertise and judgment, ran up high costs for the bank, and left them little time to spend on activities that created more value.