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Client Overview
A leading UK-based lender provides financing solutions through an extensive broker network sought to evaluate and implement the right platform for modernizing its broker onboarding and loan origination processes.
Birlasoft worked with the lender as both advisory and implementation partner, and assessed the challenges in current processes, evaluating and identifying the right platform, and delivering the transformation on Salesforce Financial Services Cloud.
Business Challenge
- Broker onboarding took four to eight weeks due to manual handoffs, offline processes, and contract handling.
- Brokers and internal teams navigated more than 14 screens without a unified, real-time customer view.
- Limited broker self-service increased support costs and contributed to broker attrition
- Loan origination processes including quoting, credit checks, KYC, UBO verification, underwriting, and disbursement were spread across multiple disconnected systems.
- Background verification checks including AML, PEP and audit processes were managed outside CRM and increased compliance risks.
Advisory-Led Platform Selection
Ahead of implementation, Birlasoft engaged in an advisory capacity to define the problem and validate the right-fit platform:
- Conducted workshops with business, IT, and compliance stakeholders to map the as-is processes and prioritize pain points by business impact.
- Evaluated platform options on functional fit, integration with the core systems, compliance requirements, and alignment with future IT roadmap.
- Built and demonstrated a working Proof of Concept on Salesforce Financial Services Cloud, showcasing the target broker portal and guided origination journey using the lender's own scenarios.
Birlasoft Solution
Building on the validated Proof of Concept, Birlasoft implemented an end-to-end broker onboarding and loan origination platform on Salesforce Financial Services Cloud, integrated with the existing core lending system to modernize operations without business disruption.
Key capabilities included:
- A Broker Self-Service Portal on Salesforce Experience Cloud with guided registration, business document uploads, automated reminders, and application tracking replaced manual handoffs and offline follow-ups.
- Automated broker contract generation, electronic signatures, and broker and agency provisioning removed the offline contract handling that stalled onboarding.
- A unified Broker and Customer 360 view brought agencies, customers, quotes, loans, and repayments together in a single real-time view for both brokers and internal teams.
- Guided loan quoting with real-time payment schedules, rates, total repayable amounts, and commission calculations brought loan origination into a single connected flow with the core lending system
- API-led KYC, UBO, and background verification through third-party providers embedded these checks directly into the origination journey, with a complete audit trail.
- Future-ready foundation for Agentforce and Data 360 use cases, including a Broker Onboarding Assistant, Underwriter Copilot and Next-Best-Offer Agent
Business Outcomes
- ~60% reduction in broker onboarding time, from more than four weeks to under one week.
- ~40% faster loan origination, reducing quote-to-disbursement timelines from weeks to days.
- ~15% revenue growth through faster broker activation and increased deals per broker.
- ~30% reduction in pipeline leakage through automated verification and improved application visibility.
Building a Future-Ready Lending Experience
From advisory and proof of concept through to implementation, Birlasoft helped the lender choose the right platform, simplify broker engagement, connect the loan origination lifecycle, and improve compliance visibility. The modern Salesforce platform provides a scalable foundation for faster decisions, lower cost-to-serve, and AI-led lending experiences.
