Case Study: Leading Financial Services Firm triples loan conversions with Genpact

How a global bank innovated customer experience to triple growth

A leading financial services firm partnered with Genpact to launch a new personal loans business as part of its consumer banking growth strategy. Although the bank wanted to deliver a simple, digital-first customer experience, its initial contact-center software was too clunky for agents to efficiently collect documents, process loans, and support customers quickly.

Genpact reimagined and built a custom omnichannel contact-center experience, starting with a rapid four-week proof of concept and then expanding it across web, chat, and phone support. The new solution improved agent efficiency, created a seamless customer journey, and helped the bank triple loan-conversion rates from 4% to 12% in 18 months, while also providing a scalable platform for future products and global markets.