In order to make sure that we created the right digital product for both the employees and the customers of the Stadsbank van Lening, we worked closely together with the Product Owner and other experts from the Stadsbank during several Scrum sessions.
We were able to improve the most important desk processes. When pulling up customer data, the employee will now have direct access to the customer’s most important data, such as outstanding loans, deadlines and other relevant information. This enables the employee to take immediate action, if needed. We’ve also merged a couple of processes, such as adding new collateral and extending or collecting a pawn, into a single flow, eliminating unnecessary actions. In addition, we’ve integrated all supporting processes, such as management and financial checks.
Besides the new pawn system, we’ve also realized a new online client portal. In the My Stadsbank van Lening environment, customers can view and extend their pawn(s) themselves, as well as lower their loan. Because they are now able to lower their loans themselves, customers are encouraged to pay off their debts faster. Also, this way, they don’t have to come down to the office, which, especially during the pandemic, removes a significant barrier.
Both systems were developed using the newest technologies, which greatly increased productivity during the developmental stages. Thanks to the use of Kotlin we could build the software faster, without compromising on quality and GraphQL made the communication between the frontend and backend developers (much) easier.