Celonis and ProcessLab partner to launch Home Mortgages Manager to speed up loan approvals process
Financial institutions will be able to approve home loan mortgages faster with Celonis and ProcessLab announcing the launch of its Home Mortgages Manager.
Celonis, a global leader in Process Intelligence, and specialized consulting firm ProcessLab, a Celonis Platinum Partner, said the new solution enables financial institutions to transform complex, fragmented loan origination processes into seamless digital experiences with faster approval times.
The companies also announced a solution designed to improve customer satisfaction called the Celonis FSI Customer Service & Experience Manager which enables banks to transform their service operations for maximum efficiency and superior customer experiences.
Celonis said the home mortgage market is a high-stakes battleground where rapid approval has become a primary competitive differentiator. However, many banks struggle to meet client expectations due to manual handovers and costly rework loops involving multiple external parties such as lawyers and appraisers. These inefficiencies often result in lower conversion rates and excessive operational expenses.
The Celonis Home Mortgages Manager app addresses these challenges by creating a living digital twin of the entire mortgage journey from the initial customer click to final funding. By providing end-to-end visibility, the app allows organizations to identify systemic root causes of delays and waste, such as credit check holdups or incomplete application data.
Key benefits include:
- Accelerated Approvals: Uses AI-driven prioritization to ensure underwriters and loan officers always work on the most critical tasks first.
- Increased Revenue: Identifies high-performing origination channels and prevents customer abandonment by reducing processing uncertainty.
- Workforce Efficiency: Decreases manual rework by automating data validation and identifying repetitive tasks suitable for automation.
- Seamless Stakeholder Collaboration: Connects applicants, originators, and third-party providers within a single transparent ecosystem to streamline communication.
“The mortgage process is often undermined by complex, multi-party operational friction that creates customer anxiety,” said Werner Horn at ProcessLab. “By bringing Celonis Process Intelligence to this workflow, we are enabling banks to deliver lightning-fast, transparent approvals while simultaneously reducing high operational costs.”
Chris Johnston (pictured), SVP and Head of Global Banking at Celonis, said Artificial Intelligence (AI) is bringing unprecedented opportunities to the banking industry, but it requires deep operational context to be effective. “Celonis process intelligence provides that context, turning the fragmented loan origination process into a strategic advantage that drives market leadership and customer loyalty.”
The second app, the Celonis FSI Customer Service & Experience Manager, connects directly to core banking and CRM systems to also provide a living digital twin of business operations. Banks can now increase customer satisfaction with seamless experiences while boosting workforce productivity and driving operational excellence.
“Financial institutions face a highly competitive environment where seamless interactions are critical for retention,” said Johnston. “By combining our Process Intelligence Platform with ProcessLab’s domain expertise, we are giving banks the operational context they need to get ROI from their AI investments and automation, turning service operations into a strategic advantage.”
Key benefits of the app include:
- End-to-End Visibility: Full transparency across the value chain, from the front office to the back office, providing unprecedented insights for all stakeholders.
- AI-Powered Simplification: Leverages AI to classify thousands of query types and automate resolution, streamlining operations and reducing costs.
- Increased Productivity: Analyses and optimizes team productivity by reducing non-value-adding activities and manual routing through AI-driven execution rules.
- Enhanced Customer Satisfaction: Optimizes cycle times and increases First Contact Resolution (FCR) rates to build long-term customer loyalty.
“Traditional CRM applications provide a wealth of data but struggle to identify process optimization opportunities,” said Werner Horn. “Our app provides the missing horizontal perspective on the customer journey, enabling banks to quantify critical KPIs and prioritize optimizations that align with their business objectives.”
The two new apps join ProcessLab’s growing portfolio of banking-specific solutions which includes cross-border payments, all developed as part of the Celonis Platform Apps Program.
The program provides pre-built, domain-specific solutions created by trusted partners with deep industry knowledge.
