Posted: May 17th, 2016

Improving a commercial lending process – BPM teaching case study

When submitting the application, it is assumed that the application by business customer submitted online/in person to branch will passed into the Contact Centre afterwards.
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For interview and customer needs’ analysis, it is assumed that these activities will be undertook by the application receiver. For example, if the customer submitted online/ in person to branch, Contact Centre will do the interview and analysis his/her needs.
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It is assumed that the tracker is utilized to update the customer information after sending and receiving the official loan document to and from customer and his/her guarantor. This is also assumed to update status throughout all stages of validating the application and formalizing the customer file.