Faster home loans, happier customers and smarter valuations delivered
Overview
A seamless home buying journey depends on efficiency at every stage. For this leading multinational bank in the Asia Pacific, property valuation inefficiencies were causing delays, increasing costs and frustrating both customers and brokers. Without a single source of truth, decision-making was fragmented, delaying approvals and impacting customer satisfaction.
To overcome these challenges, the bank partnered with us to reinvent its valuation process. Leveraging our enterprise Pega solution, we implemented an automated, data-driven valuation framework that eliminated redundancies, enhanced operational efficiency and significantly reduced loan sanction times.
The Challenge
The bank’s mortgage operations faced several critical challenges that were hampering efficiency and customer experience:
- Manual workflows and scattered data: Property valuations required tedious manual handling across disconnected systems, causing significant delays.
- Lack of integration: Inefficiencies grew due to fragmented coordination between valuation firms and the bank’s systems.
- Inconsistent processes: Rigid workflows restricted flexibility for brokers and internal teams.
- Disjointed decision-making: Teams were forced to rely on fragmented data sources, slowing down loan approvals.
- Impact on customer experience: Delays in loan sanctioning negatively affected business outcomes and satisfaction levels.
To build a foundation for faster, more reliable lending, the bank needed to reimagine its valuation ecosystem and break free from outdated manual processes.
The Solution
Our goal was to eliminate bottlenecks, enhance visibility and create a seamless property valuation system that empowered the bank to process loans faster and more accurately. Using Pega, we built a comprehensive automation framework that included:
- A centralized valuation platform: Streamlining property valuation workflows to reduce duplication and improve approval turnaround time.
- Pega decision engine: Automating loan decision-making with consistent, rule-based logic ensuring accuracy, fairness and compliance.
- End-to-end integration with valuation partners: Replacing manual coordination with real-time digital workflows for faster, more reliable valuations.
- Dynamic pricing model: Enabling flexible valuation fees based on service type and complexity for better margin control.
- Unified data repository: Providing secure, real-time access to valuation records, audit trails and documentation for all stakeholders.
The Impact
The transformation delivered immediate, measurable outcomes for the bank’s mortgage operations:
- 75% improvement in business value, generating over $10.25 million in annual cost savings
- 42% reduction in loan sanction times, enabling faster loan disbursement
- Eliminated redundant valuation requests, significantly reducing processing time
- End-to-end integration from value initiation to fulfillment, enhancing visibility and tracking
- Established a scalable, future-ready valuation framework, positioning the bank for continued innovation
Beyond the Numbers
The most profound impact, beyond the direct cost savings and efficiency gains, is the creation of a scalable, future-ready valuation framework. This isn't a temporary fix; it's a strategic asset that positions the bank to easily adapt to market changes, integrate new technologies and continue innovating in digital mortgage lending. With enhanced automation and decisioning, the bank is better equipped to serve customers with transparency and efficiency.
Celebrating Success
This transformation was more than just a technology upgrade it was a transformation of how the bank serves its home loan customers. With an automated valuation framework now in place, the bank can process home loans more efficiently, make decisions with greater consistency and offer customers a more transparent experience from start to finish.
Our partnership with this leading bank demonstrates how the right technology can drive both immediate results and long-term advantage in a competitive financial services environment.
