- Banking
- Business process automation
Migration of credit instruction handling from branches to remote channels with backoffice automation
70 %
80 %
6 x
3 x
Challenge
Branch as the only service point – in a world moving online
Bank customers wanted to manage their credit products through mobile and online banking channels. A branch-only service model generated high operational costs, limited accessibility, and reduced customer satisfaction. The COVID-19 pandemic exposed this weakness at scale – during the peak, thousands of customers simultaneously applied for loan repayment deferrals.
Key Requirement
Project
5 types of credit instructions, 3 channels, 6 systems – and a pandemic stress test
We delivered 5 types of credit instructions in both online and mobile banking channels, integrating the solution with 6 core banking systems. In March 2020, when the lockdown triggered a surge in loan repayment deferral requests, the Finture team deployed back-office automation within 3 days, covering 80% of standard cases – with no downtime and no escalation backlog.
Solution
Remote credit instructions – and readiness for crisis
Bank customers gained full access to credit instruction handling via web and mobile channels, eliminating the need for branch visits. Back-office automation reduced operational load and enabled the bank to efficiently manage the peak in pandemic-related loan deferral requests.
Key Decision
Results
70 %
80 %
6 x
3 x
Udostępnij
Client
Sector
Service
Technologies
Competencies
Have a similar project?
Let’s talk about what we can do with your system
You may also be interested in
Explore related case studies and services
Case study
Implementation of omnichannel credit limit sales
Simplified omnichannel process across web and mobile, including edge-case handling and full integration with the banking ecosystem.
Case study
Online credit card sales automation
Omnichannel sales process with simplified risk assessment – a balance between customer experience and Risk Department requirements.
Service
Business process automation
We move banking processes from branches to remote channels – designing backoffice automation ready for sudden volume spikes.
Want to achieve similar results?
Let’s talk about your project
Every organization has different needs, but many challenges can be solved with proven approaches. Tell us about your situation, and we’ll show you what opportunities we see and where it’s best to start.
After submitting the form, Krzysztof will contact you within one business day.
Krzysztof Chyliński
Head of Advisory
The administrator of the data entered into the form is Finture sp. z o.o. Personal data will be processed for the purpose of establishing contact and providing answers to questions. More information about the rights and principles of data processing is available in the Privacy Policy.