Meeting the new-age borrower’s expectations

Indian consumers today are no longer satisfied with traditional banking experiences. From opening accounts to applying for loans, they demand speed, simplicity, personalization, and transparency—and they’re willing to switch providers to get it.

As financial institutions battle for relevance and market share, their ability to adapt to evolving customer expectations has become a decisive factor. Unfortunately, many still rely on rigid legacy systems and hardcoded logic that prevent rapid change.

This is where a no-code Business Rules Engine (BRE) becomes not just a technology upgrade, but a strategic enabler.

What Do Customers Expect from Banks Today?

Digital-first, convenience-driven consumers—especially Gen Z and millennials—are reshaping banking expectations. Some of the top demands include:

1. Instant Approvals and Faster Turnaround Times

According to a PwC study, over 60% of Indian borrowers expect same-day loan decisions. Speed is no longer a differentiator—it’s a basic requirement. Delays in credit approvals lead to drop-offs and lost business.

2. Personalized Loan Offers

Customers expect products tailored to their needs—whether it’s based on income, occupation, location, or repayment behavior. Static, one-size-fits-all rules fall flat in a hyper-personalized digital world.

3. Omnichannel, Seamless Experiences

Borrowers expect to interact across mobile apps, websites, branches, and partner platforms—without repeating themselves or facing inconsistencies.

4. Transparent and Consistent Decisions

Inconsistent approvals, opaque eligibility checks, or unexplained rejections damage trust. Customers want clear communication, transparency in how decisions are made, and quick resolution of issues.

5. Data Privacy and Compliance Assurance

With increasing awareness of data security, customers also expect banks to use their personal data responsibly—and to comply with evolving regulations without impacting service levels.

The Gap Between Expectation and Reality

Despite these clear shifts, many Indian banks and NBFCs are still tied down by:

• Hardcoded logic in core systems that require IT teams for every small change

• Slow release cycles that delay product launches and policy updates

• Limited agility in decision-making, making it difficult to adjust credit or pricing strategies in real-time

• Siloed systems with fragmented data sources that prevent holistic customer views

This gap between what customers expect and what banks can deliver is widening—and institutions must act fast to bridge it.

Streamline lending, boost personalization, and reduce drop-offs with Decide—a no-code BRE built for modern, customer-centric financial institutions.

‍Enter No-Code Business Rules Engines

A no-code BRE empowers business teams (credit, risk, operations) to define, simulate, and deploy decision rules without writing code. Think of it as a visual platform that automates everything from loan eligibility checks and risk scoring to interest rate personalization and KYC compliance—all in real-time.

With a no-code BRE like Decide, banks can:

• Automate the entire lending journey: From application and verification to credit assessment and disbursal

• Launch and change policies instantly: No need to depend on developers for updates

• Personalize offers dynamically: Tailor credit limits, interest rates, or product types using customer data and scoring models

• Run real-time due diligence: Use over 100 pre-integrated APIs for KYC, bureau, bank statements, and fraud checks

• Digitize and standardize decisions across channels: Ensure consistent outcomes whether through branch, web, DSA, or mobile

Real-World Results: What’s Possible

One of our clients—a mid-sized Indian NBFC—faced high drop-off rates due to a 10-day loan approval cycle. After implementing Decide, they achieved:

• Loan approvals in under 15 minutes

• 50% straight-through processing (STP) within just 3 months

• Reduced dependency on IT for credit policy changes

• Enhanced transparency and auditability for compliance teams

• Delivering Customer-Centric Lending at Scale

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Let’s map BRE capabilities directly to customer expectations:

Customer loyalty in banking today hinges on speed, personalization, and trust. A no-code BRE enables financial institutions to deliver all three—while reducing operational friction and ensuring compliance.

If your lending journey still depends on hardcoded logic and manual processes, it’s time to modernize. With Decide, banks can go from being reactive to responsive, slow to swift, and generic to personalized—delighting customers while growing responsibly.

Because in modern lending, speed isn’t a luxury—it’s survival.