The challenge
More applications, same conversion ceiling
Bank Australia, the country's largest customer-owned bank, was hitting a structural ceiling. Application volumes were growing, but every additional consultant added marginal revenue at decreasing efficiency. The home loan origination pipeline relied on multi-system data entry, document chasing, and manual responsible-lending evidence.
Conversion sat below where the team knew it could be. Time spent re-keying customer data into core, valuation, and credit bureau systems was time not spent helping members complete their applications. Compliance evidence was reconstructed from emails and notes, not captured in real time.
The approach
Blueprint-led implementation, channel by channel
The team chose Cloudcase's UROO blueprint as the starting point: a pre-configured retail origination foundation covering home loan, personal loan, credit card, and account opening journeys. From there, the implementation moved channel by channel: customer self-service first, then broker, then staff workspace.
The integration framework wired Cloudcase to twelve existing systems, including the core banking platform, three credit bureaus, two valuation services, and the bank's compliance toolset. Each integration was configured, not coded, which reduced the integration tax that had previously eaten the bank's release capacity.
Throughout the program, Bank Australia's business analysts shadowed every configuration decision. By go-live, the team owned the rules, workflows, and screen layouts, and could change them without raising a change request.
“We used to reconstruct evidence after the fact. Now it's captured as the application moves, and our regulators see the work, not the reconstruction.”
The outcome
70% more applications per consultant. 30% higher conversion.
Within twelve months of go-live, consultants were processing 70% more applications each, with 30% higher conversion. Sub-three-second decisioning meant members got real answers, in real time, on first touch. Responsible-lending evidence captured automatically across the journey eliminated the reconstruction work that used to follow approval.
The bank's analysts now ship policy and product changes themselves. New rate cards, fee changes, and policy updates go to production in days, well inside the cadence the market demands.