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 banking compliance mandates and customer expectations. The shift toward digital
engagement and banking automation initiatives 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 hyperautomation in banking and 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 Appian hyperautomation approach 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
banking compliance with evolving federal guidelines. This core capability of hyperautomation in banking
empowers lenders to scale exponentially while maintaining robust controls
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
FAQs
1. How did Appian’s hyperautomation solution improve lending operations?
Appian-led hyperautomation streamlined end-to-end lending workflows by integrating process orchestration, rules engines,
and system integrations on a single platform. This reduced manual interventions, improved process visibility, and
enabled faster, more accurate loan processing across high-volume lending programs.
2. What were the key challenges faced by the bank in managing PPP loans?
The bank faced challenges including sudden spikes in loan volumes, fragmented systems, manual processing, regulatory
compliance pressure, and limited real-time visibility into loan status—making it difficult to meet turnaround times and
reporting requirements.
3. How did the implementation of Appian’s solution enhance loan processing speed?
By automating document ingestion, validations, approvals, and exception handling, the Appian solution significantly
reduced cycle times. Straight-through processing and intelligent task routing enabled faster decision-making and quicker
loan disbursements.
4. What are the tangible outcomes of the hyperautomation solution?
The solution delivered measurable improvements such as reduced loan turnaround time, higher processing accuracy,
improved regulatory compliance, enhanced operational scalability, and better customer experience during peak demand
periods.
5. How is WNS leveraging Appian-led hyperautomation to accelerate lending operations for banks?
WNS combines Appian’s low-code automation capabilities with deep banking domain expertise to redesign lending processes,
embed controls, and optimize workflows. This approach enables banks to scale operations rapidly while maintaining
compliance and operational resilience.
6. What measurable business outcomes has WNS achieved through its hyperautomation solution in banking?
WNS-driven hyperautomation has helped banks achieve faster loan processing, lower operational costs, improved SLA
adherence, enhanced audit readiness, and greater agility to handle demand surges such as PPP and other government-backed
lending programs.
7. How did real-time monitoring and dashboards improve the lending process?
Real-time dashboards provided end-to-end visibility into loan status, bottlenecks, and performance metrics. This enabled
proactive issue resolution, better workload management, and data-driven decision-making across lending operations.
8. How does WNS ensure regulatory compliance in automated lending operations?
WNS embeds compliance checkpoints, audit trails, and rule-based validations directly into automated workflows. This
ensures regulatory adherence while reducing manual reviews and compliance risks.
9. Can Appian-led hyperautomation be scaled across other banking and lending processes?
Yes. WNS designs Appian-based solutions to be modular and scalable, allowing banks to extend automation across
origination, servicing, collections, KYC, and risk management without major re-platforming.