Consumer Lending Company
Creating a real-time decisioning platform for flexible workflows.
We partnered with a leading Vietnamese consumer lending company to enable faster processing and better omnichannel capabilities.
At a Glance
Credera partnered with a leading Vietnamese consumer lending company that serves over 12 million customers. With over a decade’s experience in the industry, the firm has established a stronger consumer finance economy across the country and continues to expand their customer base.
The Challenge
Lack of flexibility, disjointed workflows, and poor integration.
The firm engaged Credera to find a solution for storing and handling large volumes of complex documentation processes. Before our partnership, the firm experienced the following challenges to their business:
Siloed teams and poor service level agreements (SLA) for disparate loan origination processes
Inability to migrate cross-sell, top-up loans, and credit cards to current applications and systems
Lack of flexibility for onboarding new products to stay competitive in the market
Need to integrate a non-Pega-based lead management system with the firm’s in-house mobile app
The Solution
A real-time, omnichannel platform that enhanced the customer experience.
Credera worked with the consumer lending company to create a real-time decision-making platform that enabled flexible workflows. By integrating Pega capabilities into the firm’s loan origination system, we ensured faster processing times and quicker disbursement of customer’s financial documents and needs.
By revamping the firm’s customer service management (CSM) platform and migrating to the cloud, the business experienced zero downtime for future platform upgrades, had robust omnichannel capabilities, and customers saw quicker turnaround times for a better overall experience.
The Results
More efficient processes and an enhanced customer experience.
As a result of our partnership, the firm saw the following positive impacts:
More than 35,000 loan applications are processed end-to-end every day using Pega’s loan origination system
Loan origination time improved by approximately 99.85%
90% of loan decisions became automated within 30 seconds of application submission
Onboarding to disbursement time reduced to 20 seconds
More than 4,000 users utilizing Pega applications
Effective handling of over 30 million annually
Turnaround time for loan or credit card disbursal reduced to less than 30 seconds
5,000 loan and credit card disbursals handled daily
Over 20 seamless integrations with third-party systems
Automated case management
Minimal turnaround time for change requests and customer onboarding
Reduced cost of on-premises infrastructure
Flexible and scalable cloud migration
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