Challenges
The bank’s existing post-approval process had several inefficiencies that impacted operational flow and customer experience:
- Manual Gaps Between Systems: After loan approval, processes like authentication and release were disconnected from the core Loan Originating System (LOS).
- Lack of Workflow Transparency: Communication across departments such as sales, customer service, and branches was managed manually, often resulting in delays.
- No Centralized System for Case Handling: Multiple actors were involved in the process with no unified platform for collaboration or visibility.
- Limited Process Automation: Workflow branches (e.g., client declines loan, requests changes, or fails verification) had to be handled manually.
Solution
To address the identified operational inefficiencies, Devtac designed a structured, user-centric solution focused on improving visibility, coordination, and efficiency within the post-loan approval workflow.
Key elements of the solution included:
- Reengineering the Process Flow: The traditional sequence was redesigned to begin directly with a borrower authentication step, eliminating redundant quality checks and accelerating the transition from approval to disbursement.
- Decision-Based Workflow Handling: Devtac introduced a streamlined process that adapts based on borrower responses. Whether the loan is accepted, declined due to failed identity verification, or returned for term modifications, each outcome triggers a clear and traceable follow-up action across relevant teams.
- Centralized Task Management: All departments involved — including sales, customer service, and branch operations — were brought into a unified system to track, manage, and complete their parts of the workflow within a single environment.
- Simulated End-to-End Process: For proof of concept purposes, all critical user roles were digitally simulated to demonstrate how the process would work in real scenarios. This allowed stakeholders to visualize handoffs and interactions from start to finish.
- Scalable and Adaptable Framework: While the initial phase focused on addressing immediate manual gaps, the solution was deliberately designed to support future automation, document generation, and cross-departmental integration as needs evolve.
Outcome
The implementation of the redesigned workflow delivered immediate and long-term benefits to the organization, validating the direction of the solution:
- Enhanced Process Clarity: Teams gained better visibility into each stage of the post-approval process, with clearer responsibilities and traceable actions, reducing errors and miscommunication.
- Improved Operational Efficiency: By eliminating redundant steps and introducing structured workflows, the time between loan approval and disbursement was significantly reduced.
- Better Cross-Functional Coordination: With all involved departments operating within a centralized system, collaboration improved and follow-ups were managed more consistently.
- Scalable Foundation for Growth: The project provided a practical framework for future enhancements, including automation, document management, and broader system integration — paving the way for long-term digital transformation.
