The challenge

One of our clients of the finantial sector presented us with the need to optimise their mortgage lending process. The challenge they posed to us was to reduce the response time for the customer from the moment they apply for a mortgage until they sign it. The aim of this project is to improve the user experience and save time in the whole process of granting mortgage loans.

Dominion's Plus

Dominion Digital's proposal was to implement Process Mining technology to carry out a study of the bank's mortgage lending process. In this way, we were able to identify the real flow of the process and opportunities for robotisation.

Process Mining technology allows us to identify and analyse the steps involved in a given task in order to extract all the information and all the implications of this task. Thanks to the prior research that Process Mining allows, we can propose ways of optimising a certain process to save both time and resources for our clients.

Results

The results obtained after implementing Process Mining technology in this particular case were:

• Detection of the real flow of the process (which contained 45 activities instead of the 15 activities listed per customer).
• Detection of the process variants (which were almost 500, instead of the flow defined by the client).
• Detection of non-compliance (such as granting the mortgage before the valuation of the property).
• Detection of employees causing bottlenecks.
• Detection of robotisation opportunities within the process:
  
  • Automated intelligent processing of customer documentation.
  • Implementation of rules that avoid human interpretation
  • System levelling
  • Reclamation of pending employee actions

With this tool, the client has implemented a continuous improvement system and has been able to optimise the entire mortgage lending process. In addition, this system has improved the detection and optimisation of bottlenecks that arise in the day-to-day operations of the entity.