Case Study: Bank of Queensland achieves 99% faster loan approvals and 85% reduction in processing touch time with Nucleus Software's FinnOne

Enhancing Customer Experience Through Digital Transformation

Bank of Queensland (BOQ), established in 1874 and serving 650,000 customers from over 250 branches, needed to digitally transform its lending operations to replace paper-based processes, speed credit decisions, enable omni-channel onboarding, and improve operational efficiency amid rising competition and regulation. To address this, the Bank chose FinnOne from Nucleus Software as the platform to digitize loan origination and automate credit decision workflows.

Nucleus Software implemented FinnOne across BOQ’s branches, call centres and broker support units, integrating via ESB/SOA with third‑party services to enable automated credit bureau checks (<30 seconds), auto-approvals when no policy exceptions exist, and auto property valuations for LTV <80%. The rollout covered about 80% of BOQ’s business by settlements and delivered strong results — 85% reduction in total touch time and 99% reduction in time to yes — lowering origination costs, increasing loan sales across channels, and improving customer satisfaction.

Bank of Queensland