How a Vietnamese Consumer
Lending Company Partnered
with Areteans to Drive Financial
Innovation
A call for business action
Eliminating Black Credit and Enhancing Financial Services
A leading Vietnamese consumer lending company, recognized for its significant role in eliminating black credit, serves over 10 million customers. With over a decade of experience, the company has established a robust consumer finance economy in Vietnam and was looking at modernizing its loan origination processes to stay competitive and meet evolving customer expectations.
Empowering business excellence with technology
Real-time decisioning and flexible workflows for enhanced customer experiences
To address these challenges, the company partnered with Areteans to integrate Pega capabilities into their loan origination system, enabling faster processing and disbursement of loans and credit cards. Our comprehensive solution included seamless omni-channel interaction, ensuring zero downtime for future upgrades and providing a unified customer experience across all channels. It facilitated rapid time-to-action (TAT), significantly enhancing customer satisfaction with quick turnaround times. The Pega frameworks deployed in this solution included Pega PRPC, Pega Customer Service for Financial Services, and Pega Cosmos UX.
Driving lasting transformation with Pega Microjourneys
Enhanced Collection and Customer Service Management
The implementation of the Pega frameworks enabled the delivery of several critical microjourneys, including collections management, customer service management (CSM), and upgrade & cloud migration.
Addressing key challenges, we streamlined processes by unifying multiple teams and improving service-level agreements (SLAs). This included automated case management, which minimized turnaround times (TAT) for onboarding customers and processing change requests
We enabled the migration of cross-sell, top-up loans, and credit cards to the Pega application, while introducing flexibility to onboard new products, thus maintaining a competitive market positioning. Additionally, we integrated a non-Pega-based lead management system with the company's in-house mobile application.
The solution entailed complex integrations with third-party and back-end core systems, as well as seamless connections with various credit analysis systems. We reduced the cost of on-premise infrastructure by facilitating flexible and scalable cloud migration, ensuring a cohesive and efficient operational framework.
Achieving Remarkable Business Outcome
Transforming Loan Processing and Customer Experience
The results of the implementation drove significant business impact
Efficient Loan
Processing
35,000 loan applications processed end-to-end daily using Pega LOS
Reduced Loan
Origination Time
From 14 days to less than 3 minutes
Automated Loan
Decisions
90% of loan decisions automated within 30 seconds of application
submission
Rapid Onboarding to
Disbursement
Reduced time to 20 seconds
Extensive Pega
Adoption
Over 4,000 users with more than 30 million cases created
Quick TAT for
Disbursal
Less than 30 seconds for loan or credit card disbursals
High Disbursal
Capacity
Handling up to 5,000 loan/credit card disbursals per day
Robust
Integrations
Over 20 seamless integrations with
third-party systems
Contact us today to begin your transformation journey