Celonis & ProcessLab launch banking apps for mortgages

Celonis and ProcessLab have launched two banking software applications for mortgage approvals and customer service operations, built on the Celonis Process Intelligence Platform.

The first, Home Mortgages Manager, targets loan origination workflows that often involve manual handoffs between internal teams and external parties, such as attorneys and appraisers. The software gives banks visibility across the mortgage process, from application to final funding, helping them identify delays, rework and incomplete data.

The companies said the mortgage market has become more competitive as borrowers expect faster decisions. Banks are also under pressure to cut processing costs while limiting drop-offs during the approval journey.

The second product, FSI Customer Service & Experience Manager, is designed for banking service and support functions. It connects core banking and customer relationship management systems, enabling banks to classify and route requests with less manual intervention.

According to the companies, a large bank that used the customer service software reduced response times by 32% and improved service-level agreement adherence by 45%. The application is intended to help banks track customer interactions across front-office and back-office processes and identify where work is slowing down.

Mortgage focus

The mortgage application includes tools to prioritise work, validate data and highlight tasks that may be suitable for automation. This can help underwriters and loan officers focus on applications that need immediate attention while reducing repetitive activity.

Banks can also use the software to assess which origination channels are performing well and where applicants are dropping off in the process. That is particularly relevant in home lending, where delays can hurt conversion rates and increase administrative costs.

"The mortgage process is often undermined by complex, multi-party operational friction that creates customer anxiety," said Werner Horn, Founder and CEO at ProcessLab.

"By bringing Celonis Process Intelligence to this workflow, we are enabling banks to deliver lightning-fast, transparent approvals while simultaneously reducing high operational costs."

Chris Johnston, SVP and Head of Global Banking at Celonis, linked the launch to broader interest in artificial intelligence across financial services.

"AI is bringing unprecedented opportunities to the banking industry, but it requires deep operational context to be effective," Johnston said.

"Celonis process intelligence provides that context, turning the fragmented loan origination process into a strategic advantage that drives market leadership and customer loyalty."

Service operations

In customer service, the software is intended to give banks a broader view of how requests move through the organisation. Traditional CRM tools hold large amounts of customer data, but do not always show how work is processed across teams.

That operational view matters as banks face pressure to improve response times and first-contact resolution while controlling staffing costs. The software uses AI to sort query types and apply routing rules, aiming to reduce manual triage and speed up case handling.

"Financial institutions face a highly competitive environment where seamless interactions are critical for retention," Johnston said.

"By combining our Process Intelligence Platform with ProcessLab's domain expertise, we are giving banks the operational context they need to get ROI from their AI investments and automation, turning service operations into a strategic advantage."

Horn said the tool addresses a gap in conventional service systems.

"Traditional CRM applications provide a wealth of data but struggle to identify process optimisation opportunities," Horn said.

"Our app provides the missing horizontal perspective on the customer journey, enabling banks to quantify critical KPIs and prioritise optimisations that align with their business objectives."

Banking portfolio

The two products expand ProcessLab's portfolio of banking applications on the Celonis platform. The companies already offer software for cross-border payments, and the new launches extend that portfolio into mortgage processing and customer service.

Celonis, based in Munich and New York, sells process mining and process intelligence software that helps companies analyse how work moves through their operations. ProcessLab focuses on decision intelligence and process management in banking and financial services.

The launches reflect continued investment by technology suppliers in tools that combine process data with AI-based automation in sectors where institutions are under pressure to improve service speed, reduce manual work and manage compliance across complex workflows.