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Australian lender · Workflow automation

Customer Retention & Discharge Workflow Hub

One controlled workspace for email requests, customer context, workflow status and the next action—replacing fragmented handling across inboxes and separate data sources.

Case managementWorkflow controlsEmail integrationPower BI
Customer Retention & Discharge Workflow Hub
Keep the request and its next action together

Stop rebuilding the case from separate records

Requests, loan details and follow-up actions sat across inboxes and separate records. Staff had to reconstruct that context before moving the work forward.

The hub brings the customer request, selected loans and history into one workspace. Owners, workflow status and outstanding actions stay connected to the case.

A decision is not the same as completion

Keep approval, acceptance and action distinct

For retention work, approval and an accepted offer are recorded before the relevant actions progress. Neither should be confused with completing the linked work.

Discharge follows its required loan actions. Retention and discharge are applicable branches: a request does not have to travel through both to reach completion.

Follow the work at loan level

An open action needs its context

Each request is linked to the selected loans, owners and outstanding actions. That keeps the next action attached to the work it concerns.

Unfinished loan actions remain visible until their linked work is complete. The shared case gives the overall context without replacing the loan-level completion checks.

Process → Architecture → Delivery

Our methodology

  1. 01DiscoverAgree the outcome, the decisions and the requirements.
  2. 02Current stateMap how the work and data flow today, with evidence.
  3. 03Root causesFind what drives the delay, rework or disagreeing numbers.
  4. 04ApproachAgree the target design, scope and measures of success.
  5. 05BuildBuild the process change, model or report the design calls for.
  6. 06OptimiseTest at real volumes; tune speed, cost and usability.
  7. 07ProductioniseRelease with managed deployment, monitoring and support.
  8. 08GovernSet owners, access and controls so it keeps working.
Swimlane process map: As-is: requests handled across inboxes and separate records. The steps are listed below the diagram.
Illustrative reference process 1 of 2As-is: requests handled across inboxes and separate records Staff rebuild the customer and loan context for every touch, and outstanding loan actions are tracked in people's heads.
Steps in this diagram

Lanes: Customer, Shared inbox, Retention / discharge staff, Loan system.

  • Email request
  • Sits in inbox
  • Rebuild context from records
  • Look up each loan
  • Do actions, track in notes
  • Customer chases
  • Completion unclear
Full size
Swimlane process map: To-be: one case, loan-level branches, distinct checkpoints. The steps are listed below the diagram.
Illustrative reference process 2 of 2To-be: one case, loan-level branches, distinct checkpoints Retention: approval, then accepted offer, then actions. Discharge: required loan actions. A request does not travel through both branches, and completion is checked per loan.
Steps in this diagram

Lanes: Customer, Hub (automated), Retention team, Discharge team.

  • Email request
  • Create case + link selected loans
  • Branch per loan
  • Approval recorded
  • Accept offer
  • Retention actions
  • Required discharge actions
  • All loan actions complete?
  • Mark case complete
  • Customer notified
Full size
Architecture diagram: How the hub's technology fits together. The components are listed below the diagram.
Reference architectureHow the hub's technology fits together Fabric data pipelines, an App Service application, Logic Apps workflow automation, Azure SQL storage, a FastAPI integration API, Azure Foundry for scenario decision support and Azure DevOps for code. The lines are a logical reference for how those responsibilities connect, not a network topology.
Components in this design
  • Customer email (shared mailbox)
  • Loan system (loan context)
  • Logic Apps (workflow automation)
  • FastAPI (integration API)
  • App Service (hub application)
  • Azure Foundry (scenario decision support)
  • Azure SQL Database (cases, loans, actions)
  • Fabric pipelines (data pipelines)
  • Operations report (sample report on this page)
  • Azure DevOps (code management)
Full size
First page of the Retention & Discharge Operations sample report
Delivery: interactive Power BI sample reportRetention & Discharge Operations Show team leads where requests sit in each branch, which loan actions are outstanding and with whom, and track the agreed baseline so projected benefits can be measured. Delivered with named owners, role-based access, release pipelines and a controlled way to change governed measures.
Full screen
Who it is for
Retention and discharge team leads; operations manager.
Decision it supports
Who picks up aged actions; whether projected benefits are being realised.
Report pages
Operations · Benefit tracking

Reference design: how this pattern is typically built on Microsoft services. Component choices for a specific engagement depend on the client's environment and existing licences.

Microsoft icons are used under Microsoft's terms. Icon notices

Synthetic sample data, not client data.

Results in view

Estimated improvement, shown against a baseline

Estimated improvement

Email-request processing time

30–40%less time

Processing-time index · before = 100 · lower is better

Before · baseline100
After · estimated range60–70

The striped segment marks the estimated range. Final index 60–70 means 30–40% less handling time; an hourly baseline has not been supplied.

Estimated improvement

Processing accuracy

+50%relative improvement

Accuracy index · baseline = 100 · higher is better

Baseline · indexed100
After · estimated150

Index 150 represents a 50% relative improvement. The absolute accuracy rate and its baseline have not been supplied.

These are projected benefits, not measured production results.

Next step

Are requests rebuilt from inboxes before anyone can act?

Tell us what is happening. We agree priorities and scope before proposing any work.

Talk through your projectThe service: Workflow Automation & Systems Integration