success story

A seamless loan journey through smarter sales processing

Building an integrated digital pipeline to drive loan sales, processing, and service.

The story

A prominent conglomerate offering car, home, business, personal, and unsecured credit products sought to improve agility and operational efficiency while delivering a seamless, customer-centric loan experience. However, rapid growth and manual, fragmented processes were limiting scalability and slowing turnaround times.

Nagarro modernized the client’s lending operations by implementing a Salesforce-based Loan Origination Solution (LOS). The solution digitized the loan journey, strengthened collaboration across sales, credit, and operations, and enabled secure partner interactions.

Seamless integrations with several third-party systems enabled credit, compliance, and governance; enhanced customer service through improved case management, and delivered real-time reporting to help leadership track performance and act faster.

With real-time reporting and analytics, leadership can track turnaround and service performance end to end. This resulted in a 40%+ reduction in loan cycle time and a 40% decrease in complaints, enhancing both operational efficiency and the borrower experience.

 

 

Two men looking at the application form.

Challenges

Processing of different loan requests like car loans, home loans, business loans, and instant loans, depended heavily on fragmented paper-based steps and manual verification. This approach created bottlenecks across the credit lifecycle. Credit assessments and approval checks were time-consuming and inconsistent. In parallel, the legacy service request setup struggled during peak volumes, resulting in slower resolution, lower productivity, and reduced customer satisfaction.

A network globe with a Nagarro scribble and design

The solution

Nagarro implemented an end-to-end Loan Origination Solution (LOS) to automate and streamline the client’s lending operations. From lead capture and verification to approvals and disbursal - the end-to-end credit journey has been fully digitalized, reducing manual effort and accelerating turnaround.

A Partner Community portal enabled structured collaboration with fraud detection agencies and other third parties, supported by role-based access for secure, governed workflows. Using Service Cloud, we strengthened customer support with case management, queues, assignment and escalation rules. The platform’s integrated via Apigee with third-party systems, including legal and technical validation, dedupe checks, bureau verification, AML and risk analysis, field investigation, fraud profiling, BRE, OKYC & CKYC, account aggregation, and e-signature.

A man working on his laptop.

The result

A scalable lending platform with better visibility and lending experience

Nagarro’s solution delivered measurable improvements across lending operations by streamlining credit checks and approvals, and accelerating end-to-end loan processing. The LOS rollout expanded significantly across branches, enabling faster disbursals and stronger conversions. Reusable components, a unified mobile and desktop UI, and streamlined deployments improved delivery efficiency and release reliability. SLA-driven service processes strengthened customer support performance, while real-time reporting and insights helped leadership improve oversight, identify bottlenecks early, and drive continuous operational excellence.

Digital banking and financial technology (Fintech)

Impact by numbers

40%
reduction in overall loan cycle time
20x
branches – LOS rollout expansion
40%
complaints reduction
>95%
SLA adherence
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