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Author's profile photo Michelle Affleck

With Loans Management, Customer Service Is Never Out of Style

/wp-content/uploads/2013/10/274532_l_srgb_s_gl_294382.jpgMy father-in-law used to manage a bank – back when a customer would wear his Sunday best, meet with a loan officer, and hope that he pleaded his case well enough for the bank to approve his loan. It was a time when bankers knew their customers on a personal level and business decisions were based on a gut feeling, rather than just the cold, hard numbers.

Today, we can secure a loan for just about anything without ever setting foot in a bank. We can apply for a loan, make payments, check our balance, and submit our final payment from virtually any desktop, laptop, or mobile device. While the process is more impersonal than it used to be, it doesn’t mean that customer service is any less important than it was 20 years ago.

The new face of customer service

Despite the popularity of online banking, bankers can still foster valuable relationships with their customers by providing customized products, user-friendly processes, and personalized service. Unfortunately, many bankers are too busy trying to fix disparate processes and outdated IT systems to focus on value-added services.

Delivering exceptional service by improving operational efficiencies

Banks that are looking to bring lending products to market faster, streamline operations, and improve customer service should look to a comprehensive solution that supports the full loan lifecycle, according to an information sheet from SAP. Loans management software that provides intuitive functionality and a robust and flexible architecture can help banks:

  • Increase user adoption
  • Customize loan products and get them to market quickly
  • Improve processes – from account creation to closure
  • Reduce loan costs and risks
  • Enhance customer loyalty

Because customer service can’t wait until tomorrow, an integrated software-and-service package can help banks implement loans management software on time and within budget, with expert guidance, services, and templates that facilitate IT project planning and deployment.

For more insights into improving customer service with loans management software – and to learn how experts, like those from SAP Consulting, can help – read “Streamline Bank Loan Management – Quickly and Affordably.”

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      Author's profile photo Former Member
      Former Member


      Good one...Yes in an integrated environment, there are quite a lot of information available to the loan manager starting from past payment behaviour to future payment potential and there are enough opportunities to customize a loan product. 

      With the introduction of Loan Origination component through CRM and hopefully with quite some strong use cases of using them in mobile, a loan processor can get a wholesome view of the customer and also his limitations on the limit relaxations etc for him to take a decision on the fly.  We should be seeing more and more banks adopting these.  It will be interesting to see how SAP markets these and also how customers embrace it.  Typically Banks have a highly customized system in place and also quite a lot of regulations, it will be certainly a tough ask, but it is always interesting to see how SAP responds.