Case Study: Leading Bank in the Caribbean achieves 75–80% faster retail lending turnaround and 70–80% cost reduction with Newgen Software

A Leading Bank in Caribbean transforms Retail Lending Operations with Newgen Solution

A leading Caribbean bank with retail lending operations across 15 islands faced growing gaps between its service commitments and delivery: a complex, largely manual loan approval process with no centralized control, poor process visibility and tracking, high turnaround times, compliance and audit challenges, and mismanaged task allocation that harmed customer experience and brand value.

Newgen implemented a BPM-based, end-to-end Retail Lending solution that automated origination, underwriting and disbursal in a paperless workflow, integrated with the core banking system and third-party AML checks, introduced rules-based credit scoring, parallel task execution, dashboards and centralized processing. Deployed across the bank’s branches, the solution processed over 172,000 onboarding and 43,000 retail lending requests in under three years, doubled daily account openings, raised processing capacity by ~75–80%, cut operational costs by 70–80%, improved TAT by ~75–80% and achieved 90–95% First-Time-Right and SLA/compliance adherence, while enhancing visibility, risk management and customer experience.