The lender partners with Thoughtworks to fast-track its ambition to become a future-ready organisation
Bluestone, a full-service lender providing residential home loan solutions to customers across Australia and New Zealand, has partnered with global technology consultancy Thoughtworks to launch a full suite of modern digital capabilities that elevate the broker and borrower experience across the home loan life cycle.
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The tie-up enabled Bluestone to replace its legacy mortgage platform in Australia with a more holistic self-service web portal for lending. Featuring a mobile-friendly user experience, the cloud-hosted digital lending platform was designed to deliver greater transparency to brokers, borrowers, and employees, and facilitate a modern and intuitive approach to loan servicing and collections.
Thanks to the new systems and processes, Bluestone has been able to automate six key customer service processes and save an average of 690 minutes on loan applications per day.
“Since implementing the platform, technology is no longer a limiting factor in what we do, but it actually drives some of the great outcomes that we’re achieving. Ultimately, that translates to a better experience for our customers,” said Campbell Smyth, CEO at Bluestone.
Thoughtworks also created an innovative solution to replace traditional CRM, allowing Bluestone to plug in an external app to manage customer service activities with guided workflows. This app sits in AWS (Amazon Web Services), nurturing full control of Bluestone’s customer service processes and making it virtually seamless.
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“Working alongside Bluestone from the inception of the project meant that we could draw on our technical expertise and domain knowledge to turn their vision into reality,” said Manu Iyer, director of banking, financial services, and insurance (BFSI) and fintech at Thoughtworks Australia. “Collaborating across teams within the organization accelerated our efforts in developing a best-in-class solution that was easy to use and provided clear benefits for all stakeholders and Bluestone’s customers.”
