蓝石并不是典型的贷款机构. 已经有20多年的历史了, 这家公司正在快速发展, full-service lender providing a range of residential home loan solutions, serving thousands of customers across 澳大利亚 and New Zealand. 认识到颠覆在他们的行业中是永恒不变的, 青石 embarked on an ambitious journey to become a future-ready organization.
The mission was to set up the foundations for sustainable business transformation underpinned by a modern digital platform, 正确的能力和心态. 青石 needed a partner who could bring both domain knowledge and technical expertise and brought on Thoughtworks to pave the way for their evolutionary transformation. Thoughtworks brought together a best-in-class team across 澳大利亚, 中国 and 印度 to help the client jumpstart the next chapter of their business.
在一起, we launched a full suite of new digital capabilities that elevated the experience for both brokers and borrowers across the life cycle of the loan, 来自贷款申请, 维修, 贷款支付. 借款人, the new platform delivers greater transparency throughout the process with a modern intuitive 维修 and loan collections approach.
在我们的旅途中, 我们改造了一个过时的, 遗产抵押平台变成了现代, 云端的数字平台, 以最高的安全标准交付, 风险和合规是中心. Embracing product thinking and an outcome-driven mindset ensured that 青石 and Thoughtworks had all the users - including brokers, 借款人和雇员——牢记在心.
One of the real benefits of engaging with Thoughtworks was they didn't treat us like a customer - they really worked with us like a partner...That really meant we got a much better outcome in a much quicker time.
青石 also saw an opportunity to provide an exceptional experience for borrowers with a new internet-banking service. Thoughtworks helped build a self-service web portal for internet banking, 包括移动友好的用户体验, a new identity management system with two-factor authentication, the ability to redraw funds in real-time through the New Payments Platform and digital statements on demand.
Thoughtworks also built an innovative solution in place of a CRM, which allows 青石 to plug in an external app to manage customer service activities with guided workflows. This app sits in AWS (Amazon Web Services) and uses a series of API calls to trigger activities in the core platform. This gave 青石 full control of their processes and created huge efficiencies in their customer 维修 processes.
最后, an antiquated reporting system also led to significant business pain points and risks for 青石. The Thoughtworks team performed a one-month assessment to provide a roadmap to a modern data platform and delivered its first iteration in time for the launch of the core platform.
Sustainable change requires bringing people along the journey and a transformation of this scale impacted 青石’s entire organization - from the delivery team, 销售, 操作, 一直到金融业. It was imperative for Thoughtworks to not only deliver the technology, 也推动了持久的文化变革, giving 青石 the confidence to continue their journey into the future.
Thoughtworks helped build out a strategy and roadmap to engage the right people at the right time. A detailed training plan provided the support teams needed to adopt new systems and processes, and knowledge sharing sessions helped them to embrace product thinking and different ways of working that have radically changed the way 青石 approaches business problems.
在短短7个月内完成了7项工作, the new digital lending platform successfully went live with loan applications being immediately serviced by the new platform. 第一笔贷款在11天内结清, and the lending teams and brokers quickly realized the improved value of the new platform.
per process through improved efficiencies in 6 customer service processes
从旧世界无缝切换到新世界, the Thoughtworks team helped build out a repeatable migration solution that enables 青石’s 操作 team to bring their existing loans into the new platform in their own time.
When you have the right mix of people, trust and vision, anything is possible. 青石 now has the launchpad and engineering capabilities to grow fast and embark on new business opportunities. 而这仅仅是个开始.