“I don’t recommend it. Leasing is expensive, and they charge extra fees for everything. I waited as long as 60 minutes to speak to a consultant.” – such a review might come as a surprise in an era where mObywatel has become the norm, and leasing processes were supposed to be fast and convenient. Yet many customers are still struggling with slow procedures, manual data re-entry, and endless email exchanges. This shows that while digitization has reached the first line of customer contact, the operational back office remains stuck in the era of paper and manual labor, creating costly bottlenecks for companies and their teams.
Digital Facade or Real Change?
At first glance, processes appear modern, especially after the implementation of changes introduced by the “e-leasing” deregulation – you can sign a contract online, send documents through a form, or track your application status.
However, in practice, digitization often ends at appearances. The customer sees a new interface, but the processes “underneath” are still based on manual data copying, sending PDF files, and a lack of automated integrations.
As a result, even simple actions, such as checking contract terms, customer identification, and verification (KYC), obtaining relevant approvals from the legal department, can take too long, generating costs and frustration on both sides.
Advisors enter data manually, sometimes for hundreds of thousands of applications, filling in consecutive approvals: related to price, commission, contract parameters, KYC, or depreciation rates. And this is repetitive work that should be automated. All it takes is implementing an intelligent agent that handles most tasks independently and only asks the advisor for missing information in exceptional cases. This approach significantly shortens processes and genuinely relieves sales teams.
What’s more, key steps, like completing data, selecting an offer, or accepting conditions, can be shifted to self-service channels available to customers 24/7. As a result, salespeople can focus on customers who truly need their support instead of answering questions that could be solved independently in a simple, intuitive portal.
The Reports Don’t Lie: The Cost of Missing Automation
As pointed out by the Polish Leasing Association in the report “Leasing on the path of transformation,” Poland is currently the fifth-largest leasing market in Europe. Despite this scale, only 39% of agreements are signed electronically. Additionally, other market studies show that as many as 21.8% of customers complain about a process that is too long and complicated.
The lack of automation comes at a price. These are delayed decisions, duplicated tasks, wasted working hours, and lost sales opportunities. When every stage of the process requires manual intervention and information is transferred late or not at all, the company remains stuck in an operational routine instead of growing. Costs increase, scalability drops, and at the end of that path awaits the customer – impatient and ready to switch to the competition.
Let’s take a leasing advisor’s work as an example. Entering a single leasing request into the system – including KYC data, pricing, and commission approvals, contract parameters – can take an average of 15 minutes. Even in a medium-sized institution processing, for instance, 20,000 such requests annually, this adds up to over 5,000 man-hours, or 2.5 full-time positions – not counting breaks for coffee, toilet, and lunch.
And that’s just the tip of the iceberg – one of many manually executed tasks that can be easily automated.
How to Break Barriers and Accelerate Processes?
A modern approach to digitalization can:
- Cut onboarding time from several days to just minutes.
- Reduce servicing costs by up to 30% through process automation.
- Provide a full 360° customer view to streamline relationship management and unlock new sales opportunities.
- Ensure compliance with regulations via a centralized document repository.
Such results are within reach – without the need to design everything from scratch. Salesforce Financial Services Cloud is a platform designed specifically for financial institutions. It offers ready-to-use modules for onboarding, identity verification (KYC), reporting, and document management. Many key processes are operational immediately after implementation, eliminating the need for months of configuration.
The platform has a built-in layer of intelligent automation. In practice, this means that artificial intelligence reads documents, suggests the next best steps to sales reps, monitors customer satisfaction, and simplifies access to knowledge. The 360° view enables not only better customer service but also helps identify real sales opportunities.
Digitalization That Works
At Enxoo, we help companies move from fragmented signs of digitization to a consistent, fully integrated process. As a result, contract finalization time shortens from days to hours, and operational costs decrease. In addition, we support companies in increasing revenue through cross-sell and up-sell opportunities based on a full 360° customer view and automation of key processes. This allows customer teams to focus on activities that bring real business value.
We have been a Salesforce partner since 2012. We offer ready-to-use solutions based on this technology, tailored to the needs of the financial sector and enhanced with our accelerators. As a result, implementation is fast and predictable, with no need to build everything from scratch or go through months-long configurations.
Our team is made up of experts who have spent years working on the side of financial institutions, so we thoroughly understand the realities of the industry and can pinpoint areas where digitization delivers the greatest impact.
Would you like to see a process designed for efficiency and scalability?
Schedule a free consultation with our expert, Jakub Weber, to explore tailored solutions for your business!
