As a growing bank, Bridgewater used manual processes to manage their SBA PPP loan process. The lending team used spreadsheets to track loans and their status, and emails to pass customer information to loan officers. While each officer had their methods for monitoring work, there was no central system or a standard process.
With the Small Business Loan Management solution from INRY and ServiceNow, Bridgewater has achieved a low portfolio risk. The bank now has one location for loan, credit, and administrative teams to find information about customers and loans, and the teams can check on loan progress in real-time, look up contact information, and follow up with requests for additional information.
Improved visibility into loan processes
Bridgewater Bank has a central source of customer information that provides end-to-end visibility into the loan process with real-time updates
Reduced workload for loan officers
Loan officers can stay organized, contributing to a reduction of up to 48% in workload per case file. There is a significant reduction in time spent on manual tasks such as updating the loan status or forwarding clients to other teams
Customer inquiry made easy
Single sign-on with Azure Active Directory and a streamlined Google Form allows customers to start an inquiry for SBA PPP loans directly through the Bridgewater website
Efficient lending processes
The lending team can quickly review the inquiry and assign it to a loan officer based on each officer’s specialty or workload
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