Virtusa Recognized as Global Leader in Gen AI Services by ISG Provider Lens® - Read report
A challenger Australian bank faced long approval times for commercial mortgage applications and a stalled pipeline of new applications. Customers often waited more than three weeks for a decision, and processing capacity was limited to 150 applications per month. Once that limit was reached, the bank had to stop accepting new requests, resulting in missed customer opportunities, lost business, and poor customer experience. To modernize its loan origination process, the bank partnered with Virtusa to implement a Pega-based system that digitized applications, automated workflows, and integrated them with its core platform. The result was faster decisions, higher processing capacity, and improved customer and staff experience.
For customers seeking a commercial mortgage, the experience began with paper forms and repeated data entry. Each application passed through multiple hands, often stalling as staff chased missing information. Days turned into weeks, and the average time from application to decision, known as “time to yes,” stretched to 23 days, an anxious wait for businesses needing timely decisions.
Inside the bank, the strain was just as clear. The small team could process only 150 applications a month. Beyond that, the pipeline closed, forcing the bank to turn away requests. What should have been a growth opportunity became a cycle of delays, frustrated customers, and lost business, leaving the bank struggling to compete in a digital-first market.
average time to approval before the project
monthly processing limit before the project
The new system implemented by Virtusa allowed the bank to help more customers, handling up to 500–600 applications a month and approving loans in half the time.
The bank partnered with Virtusa to implement a new digital loan origination system built on Pega technology. Virtusa helped digitize the application process, automate workflows, and connect the system with the bank’s core banking platform. Customers could complete their applications from anywhere, track their progress in real-time, and receive fewer requests for additional documents.
Behind the scenes, the system connected directly with the bank’s other platforms to verify details and process information automatically. This reduced repetitive work for staff and increased the speed of decision-making, allowing the bank to handle more applications without compromising service quality.
Customers benefited from a faster, transparent, and more reliable loan process. They could secure financing sooner, enabling them to move quickly on property purchases or business investments.
The new system allowed the bank to help more customers, handling up to 500–600 applications a month instead of 150, and approve loans in half the time, enabling customers to access financing when needed. It also reduced manual work for staff, allowing them to focus on customer service and more complex loan assessments.
The transformation created a faster, more efficient loan process. Applicants could secure financing sooner, while the bank could serve more customers and grow its portfolio without adding resources. This modernization delivered measurable improvements, including:
The bank selected Virtusa for its proven expertise in Pega applications and successful track record of delivering similar transformations for other major global financial institutions. The approach is adaptable and can be replicated by other banks looking to accelerate decision-making, increase efficiency, and enhance customer experience.
monthly processing capacity after the project
target time to approval at launch
long-term target for approval
Request an assessment, and demo our solutions.
Learn more about our Banking and Financial Services