Welcome to Plan B Workflow System
A Loan Administration project that aim to streamline manual processes into digital workflows in order to achieve enhanced automation and efficiency.

by Nikolay Dimov

Challenges solved by Plan B
Hundreds of processes in LA Operations ran on slow and inefficient emails and spreadsheets that were impossible to automate
Both Loan Administration and branch personal struggled to plan their tasks related to utilization and post utilization activities leading to poor customer experience
There was substantial probability to omit specific deadlines and even experience risk data lose leading to increased credit risk for the bank
In order to solve the process gaps until we have full fledged BPM solution, 10 months ago we started a project aimed to streamline the most critical workflows in LA Operations
The path to create the application
We achieved a lot of process improvement and automation via RPA tools and process simplification for the past years.
However, we started to realize that for instant processes where a task must be done on the spot - we need a solution that is integrated with the core banking and application systems.
We also needed an application where the specific tasks are streamlined directly to the users that need to perform them.
Under the perspective to wait for a long time due to IT and Salesforce being engaged in strategic bank projects we decided to build workflow application solution by ourselves.
As a pilot we selected a process where loan administration and branch network have the task to follow up conditions after loan disbursement
The path to create the application (2)
The Operations department unit managers quickly acknowledged the potential of the new software and in short time we formed Loan Administration Innovations Team related to the project with contributors - the people that were actually supposed to use the app. Shortly after, branch network and business got involved too and started to contribute entirely volunteerly.
After 6 months internal development, on the 2nd of March 2025 we launched our 1st process.
And we called the app Plan B
Huge Thank you for ISO Team and IT for their support
We received critical support from ISO team and IT Management - they believed it is viable project and gave us a lot of useful advice - how to structure the architecture, how to create Node.js/MongoDB ecosystem, how to make the application scalable and secure.
What are PlanB's strenghts
Structured workflows
It transforms processes that were run entirely on e-mails and excel sheets into a structured workflows where users can easily create tasks, follow up and control their execution and escalate where it is necessary to do so
Simple User Interface
We have put a lot of effort to build the application to be simple and extremely easy to use for the end user. We realized that complexity often means confusion and utterly - decreased productivity
Integration with C-Soft and I-apply
PlanB is integrated with I-apply and C-Soft data in order to save time for manual input but also to implement workflows logic and behavior based on this data that is aimed to automate the process
Manager's assistant
It helps managers to handle their employees workload and performance in an easy manner
HO and Branch users can better plan their tasks
Helps both HO and Branch user to know the "Big picture" of their tasks and thus plan and execute faster for better customer experience
End to end automations
It opens the possibility to automate End to end processes, especially where e-signature is adopted.
Trials with transformation and LLM models also yield very promising results
Plan B is designed for
Scalability and Ease of Use
The app ensures completely configurable workflows without developers needed
User screen views are set by the workflow designer based on their specific needs in order to decrease complexity and improve user experience
Workflow designers can pin-point specific important steps in the process where the app to perform checks and notify the user to raise attention or prevent mistake
Workflow designer can configure service loan agreement for each specific workflow,
Managers can assign logic for requests distribution to specific users in their teams
Workflow designer can assign logic for mass mailing strategies to bank employees
Our first job - To transform Loan Condition Follow-Ups
Old process:
  • Manual emails,
  • Shared Excel sheets and disaster events with critical data lost
  • 3100+ missed deadlines.
  • Frustrated branches and HO
  • Unhappy customers
New process:
  • Cases created in under 10 seconds
  • Full visibility for all parties involved
  • Proper reminder and escalation strategies
Results:
  • Missed deadlines dropped by 45%
  • Processing time cut by 45%
  • High satisfaction in HO and Branch employees.
Expanding Process Efficiency Gains
We noticed the instant success of the new application and started expanding fast:
Mortgage Loans Tranche Utilization
  • Introduced in mid June
  • Time to create request in branch network decreased by 90%
  • Total processing time down by 35%
  • Rework rate dropped from 31% to 19%
SBB Investment Loans Disbursement
  • Introduced in end of June
  • Time to create request in branch network decreased by 90%
  • Total processing time down by 36%
  • Rework rate dropped from 34% to 21.3%
SBB Working Capital Loan Disbursement
  • Introduced in end of June
  • Time to create request in branch network decreased by 90%
  • Total processing time down by 37%
  • Rework rate dropped from 34% to 19.7%
Individual Insurance Approval and Renewal for SBB and Mortgage lending customers
  • Faster case approval speeds up customer service and streamlines a process that is inherently difficult.
  • Before implementation the whole process was executed via e-mail with long correspondence between Branch <->LA Insurance <-> Customer Service
What we achieved so far
1 279
Employees use the application
814
Use it on daily basis
12 154
Requests processed through the application
28 616
Less mails sent
50 199
Minutes saved so far
What motivates us:
Bilyana Baeva, Branch Manager, Sofia Lyulin:
Искам да споделя искреното си възхищение от тази система!
Лесно, бързо и елементарно!
Отдавна не бях виждала толкова добре разработена система, която да е в помощ, а не в тежест! 😊
Greta Bozhinova, Mortgage Lending Supervisor, Pleven:
План Б - мнооого ми харесва, благодаря!
Next Steps & Roadmap
1
Handling Surging Collateral Volumes
After 2026 the number of collaterals due for renewal increases exponentially - with more than 100% on yearly basis. Plan B equips us to handle these volumes smoothly.
2
Gradual LA Workflows Automation
We will continue to tackle and integrate inefficient processes where LA is involved gradually during 2025 and 2026 - Life insurance, Mortgage Loan Statement Article 22, Agricultural Overdraft Loans in SBB, Follow up on consumer lending refinancing loans, Out of court settlements with NPL customers, TAG Customers Payment requests, etc.
3
Sharing is caring
We are ready to assist in design of processes where Loan Administration is not involved. We believe that the bank can benefit large from the application until the introduction of BPM tool. Especially in loan related processes where Plan B is very potent
4
Final Goal
Our goal is to gradually eliminate all inefficient e-mail based back-end processes in subsequent years.
Key Challenges & Solutions
Live integrations between systems
Currently we use data warehouse with information that is valid for the previous working day.
We would like live API integration with C-Soft and in best case scenario with I-apply in order to achieve even better results
Transition Management
Proper training and technology adoption is one of the key milestones for successful digital transformation. Phased implementation with proper training and knowledge share is critical.
Talent motivation and improvement
We have managed to gather and motivate talented youngsters as well as seasoned veterans that currently have high strive to improve, automate and transform. The main challenge will be to keep the motivation high and gradually expand the innovative ecosystem in order to spread it out.
Learning and Evolving Together
Plan B has united professionals eager to innovate and automate - people from LA, Branch Network, Underwriting and Business joined efforts to create a product that solves huge issue
We believe that this ecosystem has potential to drive continual process improvement and digital transformation.
Plan B delivers critical insights to guide official BPM tool introduction.
It’s a live lab for adapting, improving, and scaling changes that lead to continuous improvement and will helps us reach our final goal - to GO BEYOND.
What we need:
We launched a good start but also have big dreams.
Our belief is that Loan administration is ready to play substantial in making the better better. We are ready to scale our experience in PlanB but also in other automation projects. And we need a bit of help:
  1. We would like to fully integrate PlanB with C-Soft APIs. This will increase user and customer experience and is key prerequisite for end to end automation of processes
  1. Better servers hardware in order to be able to handle larger processes - we run on 2.4Ghz machines and Node.js in processor hungry.
  1. We started working with Tech your future program to attract young people that are technologically competent but creating a dedicated team with two young developers and one seasoned Node.js expert will boost the project significantly and motivate additionally the youngsters as they will have perspective for long term career in innovations