The Industry Landscape
A New Model for Responsive Banking
As banks move from product-centric to customer-centric models, modernizing credit operations by effectively leveraging advanced technologies is critical for delivering fast, frictionless experiences and staying future-ready in a digital-first world. Low-code and hyperautomation platforms are emerging as strategic enablers to manage dynamic workloads with embedded intelligence, human-led oversight and real-time scalability.
The Client Challenge
Legacy Inefficiencies in Credit Card Workflows
A leading Saudi bank, with operations across the Middle East, Europe and South Asia, received rising volumes of credit card applications. However, the monolithic system at the heart of this operation lacked intuitive design, flexibility and the ability to scale. Challenges included:
Manual, time-consuming processes, with 20-30 minutes required per application
Poor visibility into task ownership, creating confusion and delays
Limited ability to re-assign or cancel tasks, leading to operational inefficiencies
Disorganized data structures, making auditing slow and error-prone
With application volumes reaching 300-500 per day, the bank sought a more reliable and intelligent system to meet customer expectations and compliance requirements.
The Solution
A Streamlined, High-Throughput Platform Built on Appian
Leveraging its strategic Appian partnership and domain excellence, WNS co-created a scalable, modular credit operations solution in close collaboration with the bank’s teams. The transformation focused on re-engineering the end-to-end credit card lifecycle – from application submission to approval – while embedding greater transparency and agility.
By staying ahead of Appian’s release cycle, WNS proactively integrated new capabilities, driving continuous performance improvements. Ongoing support and collaboration ensured that the solution remained resilient and adaptable.
The Outcome
Speed, Transparency and a Scalable Foundation for Growth
The new platform transformed how the bank handled credit card applications – accelerating throughput, reducing manual errors and restoring employee confidence in the system.
Key benefits included:
Reduced processing time from - minutes to - minutes per application
~ applications processed daily
Greater lifecycle visibility and control with real-time status tracking and record access
Improved fraud detection and higher approval rates due to better data clarity
Built-in agility to support customer-initiated requests, even beyond business hours
The agile implementation approach ensured clean, bug-free code along with timely delivery and rapid support. With increasing trust in the solution, the client commissioned multiple follow-on development cycles.