– implementation of the remote mortgage application process at Credit Agricole Bank Polska
Anyone who has ever applied for a mortgage knows how much information and how many documents must be exchanged between the customer and the bank. The team at Credit Agricole Bank Polska recognized this and decided to simplify the process. Using Eximee, the bank independently developed an omnichannel application and document submission system, requiring customers to visit the branch only once to sign the agreement.
The mortgage application process at Credit Agricole Bank Polska was not fully digitized. Customers could not access it through a browser, meaning they had to visit a branch whenever they needed to submit documentation. This made the process lengthy and inconvenient.
Before starting the project, the bank identified key customer pain points and mapped out the customer journey to design a more customer-friendly and streamlined experience. The new process model was developed on the Eximee platform and made available to customers across all digital channels, as well as to bank employees in branches and back-office teams.
This allows customers to submit documents, complete information, and track the progress of their application from home. They only need to visit the branch once to sign the loan agreement, as required by law.
The mortgage process is long and complex, with numerous dependencies between steps and participants, and countless potential scenarios. The main challenge was to accurately map and extend the business process to encompass online channels.
Another difficulty was organizing the flow of documents between process steps. With over 200 documents that can be contributed by various participants at different stages, it was essential for the bank to provide customers with a clear overview of the required documents right from the start. Therefore, the structure of these documents needed to be transparent and intelligible to all users.
The final challenge was enabling stakeholders, including those who are not yet customers, to track the status of their case. The Credit Agricole Bank Polska team utilized the Eximee Customer Panel, which allows users to log in through a browser, authenticate via SMS, complete forms, submit documents, and monitor the progress of their case.
Credit Agricole Bank Poland played a significant role in the development of the Eximee platform. Together, we identified the necessary enhancements to support a fully remote mortgage process. We expanded the functionality of the Eximee Dashboard by adding role-based access and regionalization features. Additionally, we developed a new module, the Customer Panel, which serves as a versatile solution for various processes. The content of this panel is configured for each process using Eximee Designer’s low-code capabilities. We also provided support to the bank in business analysis and project management.
The bank was largely self-sufficient in developing the process itself. Using the Eximee Low-Code Development Platform, they mapped the business process, created forms, and designed user interfaces.
The key change introduced by the new process is enabling potential customers to apply for a mortgage entirely through online channels.
In the Customer Panel, the user selects the mortgage application form and starts the process with a click. They can complete the entire form in one go or save it and return to it later. Once the form is submitted, bank specialists review the data and documents for completeness. Any requests for additional documentation are displayed in the panel, and notifications of new tasks are sent to the customer’s email.
A customer who has started the mortgage application process can return to the panel to submit a new form or continue their existing application. They can access their case by entering the case number and code received via SMS.
During the application review, the need for additional documents or information may arise. The customer can view their tasks in the panel, edit the form, and upload required documents. They also have access to all documents provided by the bank, including the draft agreement.
Bank employees use the Eximee Dashboard, a task management tool designed to streamline their workflow. The entire process is powered by the Camunda workflow engine, with tasks automatically assigned based on employee roles and permissions, appearing in a centralized task list.
Employees can view case lists, access the details and history of each case, and initiate processes on behalf of customers. They can also review applications and attachments submitted by customers, track case status, and manage tasks efficiently from a single interface.
The mortgage procedure engages numerous bank employees across various specializations, such as credit advisors in branches or brokers, real estate and financial analysts, and agreement teams, as well as different organizational levels like branch staff and regional leaders. Eximee and the solution built on the platform support every individual involved in the process, including the bank's customers, ensuring a seamless and coordinated workflow for all parties.
The introduction of an omni-channel mortgage application process at Credit Agricole Bank Polska has eliminated the need for customers to visit branches in person to complete data or provide documentation. It also allows them to track the status of their case through a dedicated Customer Panel. This new process is more accessible, intuitive, and efficient for everyone involved.
By implementing this change, the bank is not only simplifying the experience for its customers but also setting a new standard for mortgage servicing.
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Eximee Team
