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Meeting at a bank: a couple looks at reports with pie and bar charts on a laptop

Volksbanken Raiffeisenbanken

SLA compliance tool for loan approvals

Industry: Finance & banking

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With around 650 independent cooperative banks, Volksbanken Raiffeisenbanken form one of the most successful banking groups in Germany. We developed a system for them that monitors the internal requirements for lending to private and business customers. Loan decisions were to be made faster, and possible delays were to show up early. The SLA compliance tool maps the complex workflows digitally. When something important happens, it notifies the people responsible automatically, and the integrated reporting evaluates everything in real time.

Services

Laptop showing the current applications overview: a branch's loan applications with case handler and status

Result

We developed the concept, the workflows, the design and the technical implementation. One overview screen brings together all current loan applications of a branch. Automatic notifications tell defined groups of people about important events.

The reports are available in real time on a dashboard and can also be exported as a PDF. The tool runs on desktop and tablet, and cloudshift handles the technical operation.

How it works

Every step timed, every step signed

  1. SLA compliance tool on Microsoft SharePoint
  2. Processing time: per step, against internal targets
  3. Loan application (Customer): Arrives, the clock starts
  4. Review (Case handling): Alone or with a second reviewer
  5. Questions to the customer (Customer): Documents are collected
  6. Specialist review (Departments): Returned to the department
  7. Senior department (Departments): Passed on in the workflow
  8. Loan approval (Case handling): Fully digital
  9. Case handling: Cover for sickness and holidays
  10. Audit trail: unalterable, encrypted, digitally signed
  11. Management dashboard: The key metrics at a glance

The clock starts when the application arrives and times every step separately. If someone is off sick or on holiday, their cover takes over and the workflow carries on.

Person working on a loan application in the SLA compliance tool on a laptop, with coffee and biscuits beside it
Printed Service Level Agreements reports with bar and pie charts
Hand pointing at charts on loan applications and processing times on a tablet
Dialog of a loan application with remarks on every processing step up to SLA reached

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Portrait of Markus Zebisch

Markus Zebisch

Managing Partner

info@convecto.com+49 69 40 89 72-70