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Use case · BFSI

Loan application drop-off recovery

Recover abandoned loan applications with AEP, Real-Time CDP and Journey Optimizer while respecting consent and sensitive-data rules in banking.

Quick answer

Loan drop-off recovery detects applicants who start but do not submit a loan application, then uses a consent-aware Journey Optimizer journey to help them finish: a reminder, document help and an advisor callback option. Sensitive financial attributes stay out of advertising destinations, and completions are measured against a holdout.

How it works

Loan application drop-off recoveryLOAN APPLICATION DROP-OFF RECOVERY1Application startevent2Wait 24h3Submitted?exit4Reminderresume link5Advisor offercallback6Measurecompletions
Use-case flow from signal to measurement.

Trigger and data needed

Trigger: loan application started with no submission within 24 hours

  • Application step events
  • Authenticated customer ID
  • Channel consent
  • Product eligibility attributes (governed)

Audience and journey logic

  1. Enter on application-started event
  2. Wait 24 hours
  3. Exit if submitted
  4. Send a resume-application reminder
  5. Offer document help or an advisor callback
  6. Exit after two touches

Channels

  • Email
  • SMS
  • Mobile app
  • Branch/advisor

How to measure it

  • Application completion rate vs holdout
  • Time to completion
  • Advisor callback acceptance

Guardrails

  • Label financial data and block it from ad destinations
  • Comply with local lending communication rules
  • Do not imply approval in reminders

See it in a case study

This use case is implemented in the related case study.

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