Tracking and Validating nCino Underwriting Process Time-to-Completion Improvements

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A financial services company used Whatfix Product Analytics to track user behavior and process completion times in nCino. This data validated the effectiveness of a new underwriting process, reducing average completion time by over 3 hours, aligning with key business metrics.

The company lacked a system to track user behavior and completion times for processes in nCino. Feedback from users suggested that nCino processes were complicated, but this was based on informal feedback rather than quantitative data. The team estimated the older process took 4-6 hours but needed concrete data to validate it. They also believed the new nCino process could improve underwriter productivity but required data to support this assumption. Validating underwriting efficiency was essential to meet the sponsor's OKRs and the product manager's KPIs. Identifying pain points was critical to further refining nCino's underwriting process.

Whatfix Product Analytics was implemented to track user actions and time spent on each step of the commercial loan creation process in nCino. Using Whatfix Journeys and Funnel Insights, the company gained detailed insights into user behavior, process time-to-completion, and areas where user friction occurred.