How AIB is Modernising Lending, Improving Customer Satisfaction, and Driving Operational Efficiency with nCino

nCino’s partnership with AIB has facilitated improvements in processing times and customer experience. Since going live with nCino, AIB has achieved several key milestones: 

• 24% reduction in drop off rates: “As our loan process took so long, we lost one in four loans,” said Andrew McFarlane, Chief Operating Officer, AIB. “Customers would get frustrated and turn to our competitors, often choosing whichever bank could provide the funds the fastest. With the new AIB business loan platform provided by nCino, we've seen a 24% reduction in our drop-off rates. That’s partly down to the fact that once the customer confirms, the funds are in the account. The process is so simple and efficient for customers, it's really impressive.”

• 17 minutes to get funds into a customer's account: Before nCino, it took AIB between six days and six weeks to get funds into a customer’s account. Now, it can be as quick as 17 minutes.

• 94% of AIB’s customers are now using DocuSign to submit and sign documents: “The game changer has really been DocuSign,” said McFarlane. “Now, 94% of our customers use the electronic system to submit and sign documents. Recently a customer went through the process on a Friday but didn't sign and authorise electronically until Saturday—and the funds were in their account that same day.”  

• AIB is going paperless: Another aspect of nCino that excites the team is the environmental impact. AIB is no longer relying on physical mail or asking customers to drive to a branch to sign documentation. This new process is both efficient and environmentally friendly, helping both customers and employees alike.

• 74% of loans going through auto decision: With nCino, AIB currently has approximately 74% of their loans going through auto decisioning. While this is impressive, the bank’s goal is to increase that percentage to 90, at least for small credits. With nCino, they believe this increase is possible.

Building on its early successes, AIB is expanding their use of the nCino platform to corporate lending and recently deployed ESG into its loan origination process. Looking ahead, AIB views nCino as a strategic credit origination and management tool across the bank for business lending.

The partnership with nCino has been key to AIB’s credit transformation journey, helping modernise lending, improve customer satisfaction, and drive operational efficiency. Since adopting nCino, AIB has lent over €2 billion and continues to extend the platform across new areas.  

Learn more about how nCino can help transform your financial institution and schedule your demo today.