Leumi Transforms Customer Experience with a Self-Service Digital Mortgage Process

Founded in 1902, Bank Leumi is the biggest bank in Israel and one of the largest financial institutions in the Middle East. Leumi’s banking system is a leader in technology and digital services, yet it constantly seeks opportunities to innovate processes and boost customer satisfaction. 

In an ever-connected world, Leumi is aware that customers demand convenient self-service options for financial processes. Recently, Leumi looked to optimize the digital experience for mortgage applications. They wanted to make the process faster and easier for customers. 

Leumi’s Requirements for Digitized Mortgage Applications

Leumi’s mortgage processes are all based on Salesforce so their ideal solution needed to integrate seamlessly with the CRM. Of all the banks in Israel, Leumi is the most digitally advanced and has the most experience developing on top of Salesforce. Knowing the hurdles of Salesforce development, Leumi was looking for a fully no-code solution to implement their mortgage application processes.

The following criteria also needed to be met:

Bank Leumi is currently at the peak of a mortgage modernization project. They needed a solution that would fit seamlessly within the framework in which the new process is built.

The mortgage application process needed to be visible to consultants and clients. The consultants had to be able to log in and view all applications online. Clients should be able to log in and navigate every step of the mortgage application process, including submitting supporting documents and gaining pre-approval.

Clients should have the ability to complete their mortgage application in under 10 minutes. By the end of the process, an answer must be provided on whether the mortgage has principal approval.

Once principal approval is granted, clients should receive confirmation of this via a generated document.

Leumi required a “Save and Resume” option so that clients would not need to begin applications from scratch each time they logged in.

All financial records and mortgage application details needed to be fully tracked and stored in Salesforce at every stage of the approval process.

They needed the UI/ UX of the application process to meet custom requirements and complement their existing branding. Leumi required that the solution be pixel-perfect on every single platform. Leumi had drawn up a Figma and needed the solution to match this precisely in terms of both design and behavior.

Challenges

The process had to be tailored based on specific criteria. This includes the type of property the client wanted to purchase and when they required their loan to come through.

The client needed to be able to follow a personalized journey for principal approval.

Titan Gives Leumi the Edge Over Competitors

Leumi approached Titan to see if they could assist with ramping up the digital mortgage process. By leveraging the Titan platform, specifically Web and Docs, Leumi has achieved the following results:

Slashed approval time: Leumi now has the ultimate competitive advantage, approvals can be executed in under 10 minutes.

Streamlined Systems: using Titan as a one-stop-shop for mortgage applications has simplified a complex process and made it easier for customers and Leumi to handle. Leumi has access to intuitive graphs and charts within Salesforce for a 360-degree view of mortgage applications. Titan has made this possible via its Web and Document Generation products.

Top-notch security with a custom integration for Leumi’s OTP. This invokes authentication processes in Salesforce and third-party systems.

Enhanced Customer Experience: the most convenient online mortgage process Leumi has ever built. Clients can easily navigate the entire mortgage application in minutes from anywhere in the world.

Synced to Salesforce in real-time. With the power of Titan, Leumi’s financial data is synced to Salesforce in real-time, with no coding necessary. This includes effortless integration with Leumi’s Salesforce Financial Services Cloud.

A custom UI/ UX built specifically for Leumi and tailored to their unique needs.

Titan has empowered Leumi to do what no other bank in Israel can do. Other banks take days instead of minutes to complete this same process. Other Israeli banks require clients to interface with consultants whereas Leumi’s application process is fully self-service.

Leumi was empowered to create all this without any technical assistance from Titan. They built everything in-house leveraging Titan’s robust and intuitive Salesforce tools.

What’s sure is that when these two market-leading organizations come together, the sky is the limit.

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