Summary
A leading banking institution faced inefficiency monitoring loan application status within its Retail Loan Origination System. The process relied on manual intervention, producing delays, missed updates and errors.
We implemented a UiPath solution automating periodic status checks with real-time notification. Manual monitoring was eliminated, accuracy improved, and communication to customers became materially faster.
The client
A large national bank with a widespread retail lending portfolio, processing thousands of loan applications daily through its RLOS platform. Continuous monitoring is required to track application movement across stages, and both RLOS operations and customer service teams depend on it.
The problem
Business users logged into RLOS several times a day, navigated multiple screens, and checked for status changes by hand.
- 01Log into the RLOS system multiple times daily
- 02Navigate several screens per application
- 03Check for status updates manually
- 04Communicate any change to the relevant business unit
What it was costing
- High manual workload on a time-intensive, repetitive task
- Delayed customer responses caused by missed updates
- Increased risk of human error and compliance gaps
- Inconsistent communication between business units
Objectives
Goals
- Automate repetitive monitoring of loan applications
- Ensure instant detection of any status change
- Improve operational accuracy and reduce manual dependency
- Enhance customer experience through faster turnaround
- Maintain audit-ready transaction logs for compliance
Success criteria
- 100% automation of RLOS monitoring activity
- 90% reduction in manual effort
- 0% missed or delayed loan status updates
- Complete traceability for audit and compliance reporting
What we built
A scheduled robot that does what a person was doing every few hours — but every fifteen minutes, and without forgetting.
Secure RLOS navigation
Login and screen navigation handled with credentials stored as Orchestrator assets.
15-minute monitoring cycle
Automated checks run continuously rather than once or twice a day.
Status change detection
The robot identifies application status movement intelligently, comparing against last known state.
Automatic notification
Email and SMS notifications dispatched to the relevant business users the moment something changes.
Centralised logging
Every check and every notification logged for audit and performance reporting.
Delivery
4 weeks — design — development — UAT — deployment
- Design and process mapping
- Development against the RLOS interface
- UAT with loan operations
- Deployment and phased departmental rollout
Challenges and how we handled them
Stakeholders
Results
| Measure | Before | After |
|---|---|---|
| Monitoring frequency | Manual, once or twice a day | Automated, every 15 minutes |
| Human involvement | High | Minimal |
| Error rate | Frequent | Near zero |
| Update speed | Delayed | Instant |
| Audit trails | Manual logs | Auto-generated reports |
Quantitative
- 90% reduction in manual effort
- 100% accuracy in application status reporting
- Real-time tracking every 15 minutes, improving responsiveness by 80%
- 60% reduction in customer inquiry turnaround time
Qualitative
- Enhanced customer satisfaction and trust
- Reduced workload, freeing staff for value-added activity
- Strengthened audit readiness and compliance posture
Business value delivered
24/7 coverage
Monitoring continues outside office hours, so nothing waits until morning to be noticed.
Customer-facing impact
Faster status updates strengthened customer engagement directly.
Extensible to other products
The same monitoring pattern applies to other loan products and systems.