Case Study: National Bank of Canada cuts mortgage adjudication time with SAP CRM

National Bank of Canada: Cutting Mortgage Adjudication Time with SAP® CRM

National Bank of Canada, a major financial institution, faced a challenge in providing a consistent customer experience due to siloed applications and manual processes for mortgage origination. To support its "One client, one bank" vision, the bank partnered with vendor SAP to implement the SAP Customer Relationship Management (SAP CRM) application, aiming to simplify processes and improve advisor efficiency.

SAP's solution involved a significant business process reengineering effort to conform with the software's best practices rather than heavily customizing it. This approach, implemented by SAP and its partners, led to a 50% reduction in mortgage adjudication time and a 65% improvement in credit card cross-selling. The results included a 7-point increase in customer satisfaction, a 50% reduction in origination costs, and a dramatic improvement in cross-selling rates for multiple products.

National Bank of Canada

Paolo Pizzuto

Senior Vice President of Business Process Reengineering