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Client Overview
A leading UK-based lender provides financing solutions through an extensive broker network. To grow that network profitably, it needed to modernize how brokers are registered, contracted, and activated. Birlasoft partnered with the lender as both advisory and implementation partner — assessing the challenges in the existing onboarding process, identifying the right-fit 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.
- Broker onboarding took four to eight weeks due to manual handoffs, offline processes, and contract handling.
- Limited self-service options for brokers increased support costs and contributed to broker attrition.
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 onboarding process and prioritize pain points by business impact.
- Evaluated platform options on functional fit, integration with the core systems, compliance requirements, and alignment with the future IT roadmap.
- Built and demonstrated a working Proof of Concept on Salesforce Financial Services Cloud, showcasing the target broker portal using the lender’s own scenarios.
Birlasoft Solution
Building on the validated Proof of Concept, Birlasoft implemented a modern broker onboarding experience 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, thus replacing manual handoffs and offline follow-ups.
- Automated broker contract generation, electronic signatures, and broker and agency provisioning, removing the offline contract handling that stalled onboarding.
- A unified Broker 360 view bringing agencies, contacts, and applications together in a single real-time view for both brokers and internal teams.
- A future-ready foundation for Agentforce and Data 360, including a Broker Onboarding Assistant to guide brokers and accelerate activation.
Business Outcomes
- ~60% Faster broker onboarding (from weeks to days)
- ~40% Revenue growth via faster broker activation
- Lower Cost-to-serve & reduced broker attrition
- Onboarding time reduced from more than four weeks to under one week through end-to-end automation.
- Increased deals per broker as activation accelerated and self-service reduced friction.
Building a Future-Ready Broker Experience
From advisory and proof of concept through to implementation, Birlasoft helped the lender choose the right platform and simplify broker engagement from first registration to activation. The modern Salesforce platform provides a scalable foundation for faster onboarding, lower cost-to-serve, and AI-led broker experiences.
