Give customers a simpler way to engage with their lender
Creditec customer self-service extends selected application, account-service and communication activities into secure digital channels while keeping the customer journey connected to workflow, document handling and operational controls.
Explore Customer Self-Service
Support customers through portal, mobile and WhatsApp journeys
Creditec enables lenders to provide practical self-help capability across the channels their customers already use. Depending on the implemented solution, customers can start a loan request, check progress, receive prompts, view selected account information and interact with support processes without needing to rely only on a branch or call-centre interaction.
These services can be configured around the lender’s products, policies and operating model so that customer activity remains governed, traceable and connected to the same central lending environment used by internal teams. They can also include AI-assisted digital support that helps prospective and existing customers get answers faster while remaining connected to the lender’s operating team.
Provide secure digital access through customer portal, mobile app and configured WhatsApp journeys
Use an AI bot to answer open-format questions from prospective customers and share marketing or product information
Support multi-language digital interaction across portal, mobile app and WhatsApp channels
Handle routine client queries and allow a bot session to be handed off to a human operator at any time
Capture information, upload documents and respond to outstanding requirements.
Provide balance enquiries, mini statements, status checks and selected service requests.
Support open-format questions, multilingual interaction, routine queries and human handoff across digital channels.
Channel examples
Use the right combination of portal, mobile and WhatsApp journeys for your customer base and servicing model.
Capture information digitally and feed it into operations
Customers can complete selected origination steps digitally and submit information directly into the lender’s process through secure web, mobile and configured WhatsApp journeys.
Start, save and continue an application through portal, mobile or configured WhatsApp journeys
Capture personal, business and financial information
Upload identification and supporting documents
Complete consent or confirmation steps where configured
Respond to requests for outstanding information
Submit information into central workflow for review, follow-up and completion
Give customers clearer visibility and reduce routine service requests
Self-service channels can give customers clearer visibility of the information, actions and next steps relevant to their application or account while also reducing routine support traffic.
View application status and receive prompts for additional information
View balances, repayment information, mini statements and selected account history
Review available documents, communications or account notices
Submit permitted service requests and profile-maintenance actions
Access support and frequently requested information through guided journeys
Provide guided digital assistance before and after onboarding
The Creditec AI bot can be deployed across the client portal, client app and WhatsApp channels to improve first-line engagement with both prospective and existing customers. It supports open-format questions, can present product and marketing information to prospective clients, and helps lenders extend service availability without increasing routine operator workload.
Answer open-format questions and guide prospective clients through available products and lending information
Support multi-language engagement across portal, mobile app and WhatsApp
Handle routine client queries once customers are onboarded
Transfer a live bot session to a human operator whenever assisted support is required
Promote products, answer marketing questions and guide digital enquiries from the first interaction.
Handle routine service questions, payment queries and self-help prompts inside familiar channels.
Escalate the conversation to an operator without losing channel continuity or customer context.
One process across customer and staff channels
Portal, mobile and configured WhatsApp journeys can all feed the same workflow, document and account-management environment used by internal teams. This reduces duplicate capture and helps keep customer activity within the operational record.
Channels operate in parallel rather than as separate disconnected service points
Workflow coordinates validation, routing, exceptions and internal follow-up
Approved outcomes and servicing actions remain linked to the customer and loan account record
Design a digital journey around your customers and controls
Creditec can help map the information, documents, workflow and integration required for a practical customer self-service journey.