Banks facing pressure to speed up mortgage approvals and resolve customer queries faster now have two new tools from Celonis and ProcessLab: a Home Mortgages Manager and an FSI Customer Service & Experience Manager, both built on Celonis's process-intelligence platform.
Mortgage lending has long been hampered by fragmented handoffs among borrowers, underwriters, attorneys, and appraisers — a chain of dependencies that inflates approval times and drives applicants toward faster competitors. The Home Mortgages Manager by ProcessLab targets that chain directly, building a continuous process model of the loan journey from initial application to final funding.
The tool maps the full origination workflow inside Celonis, surfacing where credit checks stall, where incomplete data triggers rework, and which origination channels convert at the highest rates. AI-driven task prioritisation routes underwriters and loan officers to the most time-sensitive cases first, while automated data validation is meant to reduce the manual review loops that account for much of the cost in a typical mortgage operation.
The customer-service application, the FSI Customer Service & Experience Manager, addresses a different bottleneck. It connects to core banking and CRM systems to model service-desk operations end to end, classifying query types in bulk and flagging non-value-adding steps that consume agent time. One early deployment at an unnamed bank cut response times by 32 percent and lifted SLA adherence by 45 percent — the only third-party deployment figures either company has shared.
Werner Horn, founder and CEO of ProcessLab, argues that standard CRM platforms surface data without revealing where the process itself breaks down. The Celonis layer is designed to add that horizontal view across handoffs and systems, giving operations teams a way to quantify which fixes will move KPIs rather than guessing.
Chris Johnston, SVP and Head of Global Banking at Celonis, frames the releases as infrastructure for AI deployments that would otherwise lack sufficient operational context. Banks investing in automation tools have struggled to generate returns when the underlying workflows are poorly understood; the process-intelligence layer is intended to provide the grounding those investments require.
ProcessLab is a Celonis Platinum Partner focused on the banking and financial services sector. Celonis is headquartered in Munich and New York, with more than 20 offices globally. Pricing and availability for both applications were not disclosed.
The mortgage process is often undermined by complex, multi-party operational friction that creates customer anxiety
