A Financial Cooperative Bank’s Journey to 100% Customer Delight and 90% Operational Productivity

About the client

Our client is a leading financial cooperative bank in the US and serves over 90,000 members nationwide. With integrations with over 30 financial institutions and ten National banks, their primary mission is to empower individuals to transition from financial dependence to ownership.


Client challenges

The client was restricted by the UX and operational constraints of their loan application system, ‘nCino,’ which were attributed to its managed package structure. The lack of out-of-the-box options within ‘nCino’ hindered the client’s ability to align the system with their unique business needs, which affected their operational productivity.

Solution

PreludeSys developed an LWC component to meet business needs. The component is fully customizable and can be placed as customized tabs. It is reliable and designed with a good user-experience model in mind. The LWC component contains three sub-components:

  • Our Salesforce experts helped the client optimize the Application Details sub-component to clearly and comprehensively display loan products, terms, conditions, and application requirements clearly and comprehensively. The well-structured and visually appealing presentation notably enhanced user understanding and engagement.
  • By leveraging the Exposure sub-component, we worked with the client to tailor the visibility of specific data fields and properties in the loan application interface. This personalized strategy provided users access to essential information, empowering them to make informed decisions confidently.
  • Additionally, we optimized the client’s loan application process through the Checklist sub-component. This feature assisted the client in outlining and arranging the necessary tasks and criteria for applicants to complete.

These custom components were integrated with the ‘NCino’ managed package, which enabled the client to interact with their application in a more user-friendly manner.

Results at a glance
85% surge in employees’ productivity 100% customer delight/satisfaction 90% soar in operational efficiency
Benefits
  • The LWC component enabled the client to apply custom validation and dependencies for each field in the loan application. By merging sub-components into a unified single component, they could easily access all relevant information in a single tab. This made it convenient for multiple business users to track loan and applicant details.
  • The integration resulted in an 85% increase in employee productivity. In addition, the high level of customization led to 100% customer satisfaction, while using a single app tab drove a significant 90% improvement in operational productivity.
Technology

Sales Cloud, Lightning Web Components, Apex, JavaScript