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Finance
Recraft Legacy Software

Centralized Automated System for a Consumer Lending Bank

How Incubyte turned manual loan processing into one centralized, automated system for a leading US consumer lending bank.

INDUSTRY

US consumer lending (Finance)

SERVICE

Recraft Legacy Software

ENGAGEMENT

2+ years, ongoing releases

ON THIS PAGE

    The Outcome – Potential Impact

    What this could reach once it ships

    ~50%

    Decrease in turnaround time per contract

    ~4k

    Manual hours saved daily for 800 users

    ~1.6X

    Daily active users across 5+ departments

    From the client

    “They've exceeded our expectations on every turn, from understanding requirements to developing software that is now being used by tenfold more users than originally planned for.”

    • THE CHALLENGE

    3.6 million loan contracts, handled by hand

    Our client is a leading customer credit provider in the United States. For over 70 years they have helped customers reach their goals through excellent service and flexible lending options. As a high-performing company with a large credit clientele, they wanted to optimize their processes further.
    The client managed over 3.6 million unique loan contracts across departments, and manual handling created serious bottlenecks. Agents had to log in to multiple branch systems to reach different contracts. The legacy CRM ran on on-premises servers, with high maintenance costs and a dependence on a separate IT department.
    Crucial contract information was stored as plain-text memos, which raised the risk of manual errors by agents.
    • THE APPROACH

    One login, automated checks, a release every two weeks

    Incubyte’s research found significant automation potential across multiple workflows. We tackled it in five steps.

    01

    Centralized access

    We built the CustomerAccount Technology System (CATS), a central platform that lets agents reach every contract with a single login.

    02

    Security and privacy by design

    The client handles sensitive PII, so we designed a cloud-based system that stores no PII at all. Sensitive data stayed on the existing onpremises servers, keeping the bank compliant while still gaining the benefits of the cloud.

    03

    Automation of repeated checks

    We fully automated the static, repeated checks, so the system evaluates the state of each contract on its own and agents do far less manual work.

    04

    An interface people already know

    All users worked on Windows, so we used familiar Microsoft design patterns. This lowered the learning curve and made the move to the new system seamless.

    05

    Lightweight, agile delivery

    We kept the application lightweight and shipped new features and updates about every two weeks, so the system kept pace with changing requirements and user feedback.
    • THE OUTCOME

    From one department to an organization-wide change

    The centralized system streamlined access to over 3.6 million loan contracts. It improved current processes and set the stage for future productization, raising both client satisfaction and operational efficiency
    • Manual processes streamlined, saving up to 4,000 hours for 800 users.
    • Consistent delivery, with a release roughly every two weeks for two years.
    • Change across departments, building on the success of the first department.
    • Higher efficiency across the banking process, leading to greater client satisfaction
    • STACK AND TEAM

    Tech

    Cloud platform
    On-premises PII integration
    Contract automation
    Windowsnative UI patterns
    Agile, bi-weekly releases

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