$85 Million Rescued in Pipeline Revenue
For a leading multinational bank operating across 12+ markets, serving 18M+ customers and managing $400B+ in assets, the numbers told a painful story. Despite a 4.6-star rated app and years of digital investment, 40,000 high-value loan applicants were silently walking away every single month, a 54% abandonment rate that no one could explain with a single root cause.
NeoSOFT ran a deep diagnostic across 2.3 million user sessions and uncovered something the bank hadn’t seen before: their digital journey had been engineered for compliance, not for humans. Twenty-plus manual entry points. PDF uploads on mobile with zero guidance. No support when a user hesitated. The app wasn’t just frustrating, it was actively pushing customers toward competitors.
The cost of that friction? $85 million in pipeline revenue, evaporating quietly every year through a Submit button that had become a wall.
NeoSOFT didn’t come in to redesign screens. We came in to dismantle the wall replacing a form-driven interrogation with an intelligent, intent-driven experience that does the heavy lifting for the customer, anticipates hesitation before it becomes abandonment, and turns the onboarding journey into the bank’s sharpest competitive edge.