nCino x OSB: 5 key lessons for transforming lending in the digital era
nCino x OSB: 5 key lessons for transforming lending in the digital era
The mortgage world has undergone a quiet revolution. What was once considered a traditional, people-centric industry has evolved into a place where technology is now seen as a critical differentiator.
In a recent Fintech Talk podcast, nCino joined industry experts from OSB Group, Publicis Sapient, to discuss how together we’re leveraging cutting-edge technology to drive competitive advantage and get set for future-ready banking.
So, what did we learn? Here are our five key takeaways, each of which demonstrates why modern mortgage platforms are no longer optional, or a nice-to-have, but rather fundamental to lender success.
1. Competition is the biggest challenge facing lenders right now
The mortgage market is more competitive than ever. Lenders face pressure from all angles - changing customer expectations, regulatory requirements, efficiency demands, and profitability targets.
But the reality is that legacy systems and outdated processes make it incredibly difficult to differentiate. Broker partners and clients expect speed, transparency, and certainty, all things a traditional technology stack will struggle to meet. But this presents a huge opportunity.
Lenders willing to rethink their entire approach to mortgage delivery, harnessing technology as a strategic enabler of superior customer or broker experiences, can fundamentally transform and differentiate how they operate, at every stage of the lending lifecycle - from initial application through onboarding and origination, to loan servicing and beyond.
2. End-to-end transformation delivers game-changing results
OSB Group's total transformation journey perfectly illustrates what's possible when lenders commit to comprehensive change.
Over two and a half years, they completely rebuilt their banking platform, touching every aspect of their operations from broker portals, colleague experiences, decision engines, core banking, data platforms, and servicing capabilities. Quite something to behold considering OSB’s strong reputation in the market with a network of around 19,000 brokers and 100+ sales team.
The results speak for themselves. OSB can now deliver mortgage offers in under 24 hours; furthermore, brokers can register and start a case in under four minutes, with decisioning certainty provided in under ten minutes.
Other lenders can do the same by taking a bold approach like this, and rethinking the entire customer journey, redesigning workflows, and building new decision engines from the ground up. The type of wholesale transformation encompasses not just technology, but also culture change, fundamentally changing the way people work and the experiences they are empowered to deliver.
It’s not hyperbole to say this is game-changing.
3. Modularity and flexibility will future-proof investment
Traditional 'rip and replace' approaches create unnecessary risk and delay.
This is where modular, cloud-based platforms like nCino offer a crucial advantage. These mortgage solutions allow lenders to take an iterative, more phased approach, concentrating initially on the most crucial parts of the experience or particular business areas, then expanding as confidence and capability grow.
This level of flexibility reduces implementation risk, allows for incremental learning, and enables lenders to realise value quickly. Equally important, it provides the agility needed to help respond at pace to market changes. The panel agreed unanimously, transformation isn't a one-time project, but rather an ongoing journey of development and innovation.
Having a flexible platform means lenders can run pilots, test new approaches, and adapt quickly to competitive pressures. In a fast-moving market, the ability to evolve rapidly is key.
4. Partnerships matter more than lenders might think
Technology transformation isn't just about selecting the right software; it's about finding the right partner.
Banking expertise makes an enormous difference. Mortgage lending is complex, but with a partner who already understands these pain points, lenders can accelerate implementation dramatically, avoiding common pitfalls and designing better solutions, tailored to their individual needs from the outset.
Innovation commitment is equally critical. To be truly successful, a partner must actively invest in research and development, ensuring the platform evolves alongside dynamic business and market needs. When vendors reinvest significantly in their product roadmap, lenders benefit from continuous improvement.
The best partnerships involve true co-creation. nCino’s transformation project with OSB and Publicis Sapient proves this.
5. The client experience is still king
Here's the reality. Ultimately, technology transformation succeeds or fails based on the experiences it enables. Mortgage lenders working primarily through brokers must deliver speed, certainty, and transparency.
Brokers want seamless and speedy journeys and early visibility into decision-making (credit decisions, product eligibility, maximum loan amounts, required documentation, valuation routes, and fee structures). When lenders can provide this level of transparency upfront, they can empower brokers to move at pace and with confidence, ultimately serving clients better.
The same principle applies to internal experiences. Modern platforms should make it easier for underwriters, product managers, and servicing teams to do their best work, without friction and manual, time-consuming processes.
Our shared advice is therefore to look beyond the software alone and instead understand the complete lending experience. It’s a great place to start.
So, in conclusion…
The mortgage sector's technological transformation is no longer emerging; it's here. And the question is therefore not whether to transform, but how quickly lenders can begin the journey.
The future of mortgage lending isSimplified. Personalised. Connected. Request a free demo to see the nCino mortgage solution in action
The financial services landscape is rapidly evolving, challenging institutions to keep pace with emerging risks, shifting client expectations, and growing data volumes.
Like many businesses across the U.S., community and regional banks face challenges stemming from economic fluctuations, regulatory reforms, and shifting consumer preferences. To navigate these headwinds, they’re leveraging their unique strengths, such as personalized customer interactions and local market insights, and implementing innovative technologies like the nCino Consumer Banking Solution.
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