Call for change

The increasing cost of doing business in a disruptive, competitive environment raises questions for banks of all sizes about the profitability of their offerings. In the car loans business in particular, one global bank needed to remain competitive as it faced high operating costs and lower profitability – especially in the Latin American market.

The auto loans process at car dealerships in that market was inefficient. First, approving the loan was a lengthy, highly manual process. Second, the bank had to pay high commissions to car dealerships while competitors vied to service the loan through low interest rates or favorable loan terms.

40-50% of car loan applications were ultimately rejected due to manual errors or the failure of the applicant to meet financial requirements. As a result, dealers lost business or were slowed down and all parties had a poor experience.

The bank realized it needed to revamp this process to increase the profitability of its auto loan business, satisfy car dealers and become the preferred lending institution by providing a better business experience.

When tech meets human ingenuity

It became apparent that the best way to achieve the bank’s goals of reducing back-office costs and improving the efficiency of its auto loans process would be to transform the customer and dealer business experiences—ultimately reinventing the market.

Betting on “frictionless simplicity” as the key principle and leveraging credit as a tool for car dealers to sell more, Accenture developed a new digital business experience for the bank’s car and consumer loans business.

Creating a new sales journey with SynOps

The team also redesigned and implemented a new sales and loan service journey for dealers and buyers by tapping into Accenture Credit Service assets and leveraging SynOps, Accenture’s unique human + machine platform. SynOps brought together the optimal combination of technology and human ingenuity, driven by data and insights, to integrate the entire origination process.

One integrated process

A new loan origination process ensures efficiency and speed from the moment a customer applies for a new auto loan through the dispersal of funds.

New levels of efficiency

The process orchestration at the core of the platform virtually eliminates manual transactions, redundancies, paper and human errors.

Real-time visibility

All key stakeholders can view the status of the application in real time from anywhere (including a mobile app).

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With an intelligent operating model, the bank is well positioned to reshape the future of auto finance—creating better experience for customers.

A valuable difference

The credit phase moved from the end of the car-selling journey to the very beginning. Dealers can now sell more cars in a frictionless, simple transaction, while the bank becomes the preferred, dominant lender.


The bank saw a 50% increase in car loans sales, along with a double-digit drop in total costs, cutting total lead time from days to minutes.


In just five months, it jumped to first place (from fourth) in market share.


The new business and operating model has made life simpler for nearly 20,000 car dealerships, customers, bank employees and services providers.

Transforming the auto loan sales market

An intelligent operating model for auto loans is just the beginning. Not only has the bank achieved tremendous financial results, its culture has become more like a startup: more innovative, fully open to the power of digital technologies and able to scale large transformations. With a new culture, mindset and capabilities, the bank is well positioned to reshape the future of auto finance - creating better experiences for buyers and dealers alike.

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