The Industry Landscape
Modernizing Lending for Scale, Speed and Compliance
In today’s dynamic financial ecosystem, banks face rising demands for faster, frictionless loan processing while navigating evolving compliance mandates and customer expectations. The shift toward digital engagement has made legacy, paper-intensive lending models increasingly unsustainable. From origination to disbursement and forgiveness, modern loan processes must be agile, auditable and built for scale – especially when programs like the Paycheck Protection Program (PPP) introduce unpredictable surges in volume and regulatory demands.
To stay ahead, forward-looking institutions are moving beyond traditional loan processing automation – adopting Artificial Intelligence (AI)-augmented, low-code platforms like Appian to drive smarter, faster and more resilient lending operations.
The Client Challenge
Disjointed Processes and Manual Workload Overload
The client, a leading US bank, struggled to manage the overwhelming volume of PPP loan and forgiveness applications. Borrowers had to navigate different application forms (e.g., Form 3508, Form 3508EZ, Form 3508S), and loan officers were burdened with complex calculations and manual submissions to the Small Business Administration (SBA) portal. The process was time-consuming, error-prone and lacked visibility, causing delayed approvals, disorganized communication and a poor experience for both internal teams and borrowers.
The Solution
Hyperautomation-led Transformation Powered by Appian
To address the operational bottlenecks, WNS deployed a hyperautomation-led solution – combining Appian’s low-code platform with intelligent orchestration, document automation and seamless integration – to deliver scalable impact within just two weeks. The implementation focused on end-to-end transformation across borrower and loan officer journeys. Key solution elements included:
Seamless Digital Borrower Experience
Enabled borrowers to complete and submit loan and forgiveness applications through an intuitive online portal. Supported document uploads, real-time application tracking and secure digital signatures
End-to-End Workflow Automation
Automated complex financial calculations and SBA form validations, eliminating manual errors and ensuring compliance with evolving federal guidelines
360° Loan Officer Dashboard
Equipped loan officers with a unified view of borrower data, reducing the need to toggle between systems. Simplified internal collaboration and improved decision-making with in-app task management
Integrated SBA Submission
Connected directly with the SBA portal to enable one-click application submissions, streamlining approval cycles and reducing turnaround times
Regulatory Agility
Designed for quick adaptability – e.g., incorporated the newly introduced Form 3508S into the workflow within two business days of its announcement by the SBA
Enhanced User Training & Adoption
Created custom “how-to” videos and user tutorials, supporting adoption and ensuring stakeholders could maximize the platform’s capabilities
Real-time Monitoring
Delivered drill-down dashboards and real-time reports for tracking application progress, optimizing workload distribution and ensuring SLA adherence
The Outcome
Increased Throughput, Reduced Costs & Improved Experience
The solution helped the client consolidate all PPP data in a single, accessible repository, improving control and governance. It reduced miscommunication and improved borrower satisfaction with real-time tracking and seamless interactions
Tangible outcomes included:
percent increase
in processing efficiency
percent reduction
in manpower
x faster
loan agreement preparation
percent speedier
loan closure and funding