Automating credit card applications
Client
A large financial institution operating in the banking industry expecting increased sales in remote channels
Expectations
The client expected an increase in the sales of credit cards from remote channels, and thus a reduction in the cost of this product. An additional expectation was to improve customer experience (omnichannel) and, consequently, to improve the conversion rate of sales processes (including those initiated in stationary channels).
Project
The client decided to meet the growing market expectations regarding credit card sales via web and mobile, as well as the need for an omnichannel sales approach (starting the process in one channel and finishing it in another). However, the involvement and need for alignment between multiple business units (digital banking, sales, risk, product teams) posed a significant challenge. Despite this, a professional, goal-oriented approach enabled efficient analytical work in such a complex environment. By developing a simple and streamlined risk assessment model, the project team found a compromise between the Digital Banking team (focused on customer experience) and the Risk Department (focused on ensuring the Bank’s stability). Nevertheless, integrating the credit card sales process with the entire Bank ecosystem — involving over 80 integration services, multiple vendors, technologies, and data models — proved to be a real challenge for all stakeholders involved.
Results
After implementation, customers began to use the new functionality on a large scale. This significantly reduced the cost of process handling and increased the sales volume. In summary, introducing a simplified credit risk assessment model and enabling an omnichannel approach improved the overall customer experience.
Info
Sector
Banking
Service
Automation
of business processes
Technologies
Java, JavaScript, BPM
Key figures
3 min.
time from application to client contract
30%
wniosków składanych w kanale zdalnym
7
departments involved in the process
+80
integration services
+10
integrated systems
5
service access channels
Efficient Digital Banking
Whether you are a cooperative bank or one of the largest in Poland, we can help you optimize your processes and turn them into higher efficiency for your organization.
With us, you will carry out both the automation of increasing the limit on the card and the process of granting a mortgage.
IT consulting
Our company, Finture, offers personalized IT consulting in solution architecture, audits, and analytical-advisory services. Moreover, we specialize in process inventory using Event Storming and provide consulting in compliance with DORA regulations. Additionally, our experienced team takes care of every detail, delivering high-quality solutions tailored to the unique needs of our clients.