Challenge
RBC was manually processing credit applications submitted by fax from Home Depot. IMC was tasked with finding methods and efficiencies to improve the loan approval process.
Solution
IMC enhanced the existing indirect lending portal and created a standard workflow for RBC to easily and quickly approve loans, and communicate with Home Depot staff if they needed additional information.
Results
Applications were approved minutes after being submitted. Shoppers could continue shopping while the application was being processed. Applications were more accurate and better informed reducing credit risk. Customers could go home happily with their purchase without having to wait.
Insights
Customer service is everything and anything that touches a customer – directly or indirectly. Some of the best services that we can provide are services that the customer doesn't even know are happening.
