The client faced multiple issues in their loan application process. Their customer information is stored in DNA (a core banking database) which is integrated with Salesforce. Their branch representatives use Salesforce to process loans.
When the branch representatives tried to access customer account information through Salesforce, the system was very slow due to inefficient connectivity to Avoka (loan application processing tool), which led to redundant work causing delays in application processing time. It was also slow due to the retrieval of too much data when accessing the core banking database (DNA).
The client wanted a platform to order their products and wanted seamless integration between their back-end legacy applications and Salesforce. They wanted to scale the platform to support multiple types of online loan applications. The current platform was causing an increase in the customer service agentss response time and a drop in the creation of new applications.