Unblocking Business Lending for Growth: How Banks Can Increase Revenue by Up to 50%  

According to new research conducted by YouGov and commissioned by nCino, the answer lies in a fundamental challenge that begins at the very first customer touchpoint: onboarding. 

The research, based on a survey of over 210 banking professionals across Australia and New Zealand, reveals a striking disconnect. While 90% of banking professionals agree customer experience during onboarding is essential for both acquisition and retention, the reality often falls short of this ideal. 

The Challenge: Silos and Complexity Drive Customers Away 

The research uncovers that the most significant barriers to effective business lending aren't just technological—they're organisational. Disconnected teams and operational silos create a variety of problems that ultimately push customers away. 

Survey respondents identify complex application processes and slow decision-making as the primary pain points customers experience. Meanwhile, internally, banks struggle with limited automation, decision-making delays, and inconsistent customer information across departments. 

The result? Over half of banking professionals cite lengthy or complicated processes as the top reason customers abandon their applications. This friction translates directly into lost revenue opportunities. 

The Opportunity: Streamlining Pays Off 

Here's where it gets interesting. The research shows that addressing these challenges through streamlined processes could deliver remarkable improvements: 

• Cycle times reduced by up to 25% 

• Straight-through processing increased by 26% 

• Customer drop-off rates reduced by 25% 

Most significantly, reducing onboarding complexity and increasing straight-through processing could result in up to 50% more applications processed—a substantial revenue opportunity that goes straight to the bottom line. 

The Future: Digital + Human 

Looking ahead, the future of business lending isn't about choosing between digital and human—it's about combining both strategically. Banking professionals anticipate increased AI and automation alongside enhanced relationship management and omnichannel customer experiences. 

The winning formula? Connected systems, empowered teams, and customer-centric processes that blend automation with human expertise to deliver experiences that are both efficient and empathetic. 

Ready to dive deeper? Download the full "2025 Voice of the Banker: Unblocking Business Lending for Growth" report to explore detailed findings, survey insights, and actionable recommendations for transforming your business lending operations.