Home loan process to be improved

Context

Our client is a regional branch of a major banking group. It offers a full range of banking and insurance products to individuals and businesses.

The challenge

Faced with the complexity of certain files, poor sales performance and feedback from the field, our customer wanted to completely overhaul the process management of one of its critical activities – home loans for wealthy customers – to turn it into a lever for winning new customers and building loyalty, and to give its advisers a sense of responsibility.

The solution

The Spirit Advisors teams used customer expectations as a starting point to build a target path that met strategic expectations.

The project took place in 3 stages :

• Define expectations and build target customer paths
• Testing drivers and adjusting devices
• Deploy the project with the teams on the ground

We have also co-created new delegation rules to optimise the decision-making circuits and encourage greater ownership of the tools.

The impact

The project has led to the definition of a number of ambitious objectives, including a response time of 24 hours, a premium process for brokers, and an acceleration in the electronic exchange of documents with customers. The decision-making process was reviewed and delegated mainly to the network.