Company
Beyond Bank Australia
industry
Financial Services
deliverables
Interviews
Journey Mapping
Scene
When Beyond Bank website was originally launched, the home loan application would send the data to the lenders as a basic text email. The lenders would then be required to manually enter all the information from the email receipt into the CRM, making the data entry process time-consuming or laborious.
Mission
- Identify pain points in the home loan application process
Journey
- Interviewed lenders to understand their current process
- Map end-to-end home loan application journey to identify any friction points that the lenders are experiencing
Research Findings
- Time-consuming manual input of data from email to CRM
- Risks in data entry (manual or copy/paste)
- Disjointed communication systems for customer follow-up
- 25 minutes per application for data input to CRM
- 5-10 incorrect data entries per application
- 4-7 day response time to customer
Outcomes
- Adopt new platform (Avoka) that integrates directly with CRM
Results
- 0 minutes per application for data input to CRM
- 0 incorrect data entries per application
- 2-3 day response time to customer
