Banking - Lending Automated Servicing
A Top-10 U.S. bank faced challenges processing commercial lending service requests. CGI places user experience at the forefront to modernize their lending automated servicing. This reduced errors through clear, consistent language, usability improvements, and dynamic interactions.
Client-CGI Collaboration
Assessed user roles to find common themes
Led collaborative discovery workshops to identify manual servicing processes and customer lending request workflow
Conducted deep-dive sessions into current state of service requests
Analyzed usability of current application to identify quick wins
Business Outcomes
21% increase in requests processed from 2020 to 2022
Eliminated use of 3 separate applications through new user integration experience
Transitioned 7+ manual processes to semi-automated workflows
Improved workflow visibility and routing, eliminating need for 12+ different reports
CGI modernized commercial lending servicing automation for a top-10 U.S. bank by creating an end-to-end, scalable solution.
Lending leaders face significant issues while processing commercial service requests. Manual processing and reliance on multiple applications create errors across the entire process. A top-10 U.S. bank struggled with these challenges due to lack of defined workflow, inconsistent request process, and lack of automation. CGI’s Human-Centered Design (HCD) practice reframed these challenges, turning a business problem into a human problem. With a proven approach to strategic design, HCD performed an extended engagement to improve user experiences while supplying exceptional, personalized service.
Our approach
CGI collaborated with stakeholders, users, and subject matter experts (SMEs) in a series of discovery workshops. The focus was on assessing key user roles, manual servicing processes, and the end-to-end flow of customer lending requests.
HCD conducted a series of deep-dive sessions into existing processes and procedures to better understand typical servicing requests. A usability analysis of current applications was performed to find short-term improvements while a long-term solution was built. This allowed for prioritized change opportunities in business, technology, and culture.
A design development cadence was established, and stakeholder collaboration sessions were used to evaluate concept designs, new processes and features, and complex scenarios. HCD focused on the creation of a minimal viable product (MVP), a dashboard supplying assignment and workload management capabilities, workflow and exception notifications, and high-level metrics to assess the overall health of teams and clients. A streamlined service request view granted visibility of information, detailed audit trails of changes and reroutes, and enhanced functionality to support multiple request types.
HCD delivered process and procedure documentation with insights offering strategic future visions. An application prototype allowed for continuous validation throughout the development cycle. HCD supported application development by contributing to regular review sessions and collaboration with testers and developers in the user acceptance testing (UAT) environment.
Projected Outcomes
Resulting modernization is projected to supply an end-to-end, scalable solution. A reimagined lending servicing automation creates a modern, standalone workflow for queuing and assignment requests while offering top-tier servicing to commercial lending clients.
