Case Study: SunTrust Bank achieves 50% increase in new account bookings and cuts underwriting exceptions from 90% to 6% with FICO Origination Manager and Customer Communication Services

SunTrust transforms origination process and improves customer experience

SunTrust Bank, a major regional lender based in Atlanta with 1,300 branches and $206 billion in assets, needed to modernize its business lending process. A fully manual credit underwriting workflow was creating inconsistent, disjointed experiences for customers and risking competitiveness as digital competitors emerged.

SunTrust implemented FICO Origination Manager and FICO Customer Communication Services to automate decisioning, manage workflow and enable digital document submission and tracking. The transformation cut exception rates from 90% to 6%, reduced decision times from three days to 30 seconds for 85% of applications, lowered application drop-off, and drove a 50% increase in new account bookings.

SunTrust Bank

Angela Baker

Senior Vice President