OppFi

OppFi is a leading financial technology platform thatpowers banks to help everyday consumers gain access to credit. With hundreds of Loan applications a day, they needed a highly scalable assignment solution that could handle complex routing and allow for a fair and equal distribution.

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“Ortoo has been a great partner in our distribution journey. Q-assign automated what used to be incredibly complex logic to manually distribute work ‘fairly’ and ‘equitably’ to agents. The whole Q-assign team is great to work with and are extraordinarily responsive and thoughtful”
Adriano Bruno
Operations Director,
OppFi

Case Study

Account name:
OppFi
Industry / Sector:
Finance
No. of employees:
1000+ employees
Department:
Operations
Product:
Q-assign

CHALLENGES

Strict SLA’S
Loan applications needed to be converted within a strict SLA

Fair Distribution
Needed a way to assign applications fairly, as agents were motivated to close the highest value loan

Fair Workload Balancing Across Shifts
Fairness on work load is dependent on value of loan and chance to convert

SOLUTION

Automated Re-assignment
Loan applications automatically re-assigned if not worked within a set time frame

Dynamic Assignment Rules
Q-assign would look at the value of each application and assign fairly across the board

Load Caps
Placed caps on agents work loload based on value of applications in their queue

£
Higher conversion rates across all loans, irrespective of value. Whilst meeting SLA Guidelines.
← →
Fair distribution across all agents, allowing for fair opportunity and increasing motivation

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RESULTS

Higher conversion rates across all loans, irrespective of value. Whilst meeting SLA Guidelines.

Fair distribution across all agents, allowing for fair opportunity and increasing motivation.

To arrange a discovery call or to book a demo, email: sales@ortooapps.com

“Ortoo has been a great partner in our distribution journey. Q-assign automated what used to be incredibly complex logic to manually distribute work ‘fairly’ and ‘equitably’ to agents. The whole Q-assign team is great to work with and are extraordinarily responsive and thoughtful”
Adriano Bruno
Operations Director,
OppFi

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