How Lenvi PF1 delivers industry leading customer lending experiences

This article was written by Jas Flora - Principal Consultant, Lenvi PF1

In the modern lending market, the customer experience can make or break competitive standing. Newer regulations, such as Consumer Duty and proposed reforms to the Consumer Credit Act (CCA), require lenders to demonstrate that customers consistently achieve fair and positive outcomes.

Beyond regulatory obligations, delivering faster, clearer, and more convenient journeys is simply the right thing to do. Not to mention that it’s a clear route to competitive advantage.

At Lenvi, we support lenders in delivering outstanding customer experiences across both self-service and agent-assisted channels. Whether a request comes directly from a borrower or via an intermediary, our technology ensures it gets where it needs to be – quickly, intelligently, and with minimal friction.

The customer experience challenge

In an increasingly customer centric lending environment, relying on manual processing of offline forms for customer correspondence, compliance, and auditing is no longer a viable option as it often leads to:

Slow case progression and delayed processing.

Elevated operational costs due to inefficient data capture and review.

Difficulties maintaining consistency and compliance across communications.

Increased agent burden with time spent on administrative tasks rather than client engagement.

Not to mention that fragmented systems often force agents to juggle multiple tools for document management, emails, case notes, and workflows.

Consequently, staff spend substantial time categorising and locating documents, and responding to customers across these disparate systems. This results in stretched agent capacity while hurting both customer service quality and response times.

Instead, lenders are now searching for greater automation in administrative tasks and applied technologies that provide better customer outcomes, improve operational efficiencies, and facilitate portfolio growth.

Our industry leading functionality

Workforce management

In an environment where a single delay can stall a new loan transaction or existing redemption, speed and prioritisation are vital. Our workforce management technology constantly monitors queues, automatically prioritising requests based on urgency, requirements, and customer profile. This means that urgent or time-sensitive cases, such as loan redemptions or vulnerable customer needs, surface first instead of burying them in a “first come, first served” list.

This proactive triaging improves outcomes:

Quicker case progression for customers and solicitors in time sensitive processes,

Better deployment of resources, allowing lenders to redeploy staff from repetitive admin to higher value engagement,

Reduced friction in journeys where delays could otherwise cause stress or harm.

AI based Document Analysis (AIDA)

Previously, redeeming a secured loan often required the customer or their solicitor to call the lender, wait for an available agent, submit paperwork, and then wait days or often weeks for progress. For intermediaries, that meant repeated chasing; for customers, it created frustration and uncertainty.

With AIDA, our AI-driven automation platform:

Communication can be initiated through a secure customer portal or via email,

Incoming messages are routed to a central control inbox, then

AI instantly analyses the content, identifies the sender (customer or intermediary), and directs the request to the right workflow without manual triage.

You can automate routine communications that do not require agent input. Our platform functionality can generate standardised, compliant messages that are auto-populated and responsive to workflow triggers or control form answers across each stage of the customer journey.

AIDA’s impact has been proven to be significant:

Reducing case handling time by 39%,

Halving complaint handling time,

Vulnerable customer case processing is 55% more efficient,

Bespoke replies and ID&V checks are completed up to 42% faster.

These reductions allow agents to focus on cases where empathy, negotiation, or problem-solving are really needed, while routine requests get resolved in a fraction of the time.

Book a real-time demo to see how PF1 can help you

Configurable workflow and rules engine

Core to these capabilities is our workflow and rules engine – configurable by the client without development cycles. This engine underpins:

New business workflows,

Workforce prioritisation, and

Forbearance and vulnerability handling.

It ensures cases progress in the right order with the right actions applied. Due to its configuration abilities, lenders can adapt rules to respond to regulatory changes, market conditions or service-level targets.

Our ‘set and forget’ workflows mean that you can trust our platform to run reliably in the background with minimal day-to-day oversight required.

Exposed APIs enable self-service and omnichannel journeys

With exposed APIs, our technology allows lenders to build and extend tools and self-service functionality directly from the core platform, promoting flexibility and lender self-sufficiency.

Meanwhile, our omnichannel design ensures whether the journey starts in a portal, over email, over the phone, or via an agent, all interactions feed into the same case file with full context – meaning no repetition, no re-keying, and faster resolution.

With Lenvi PF1, lenders have the power to build and customise their lending ecosystem, without requiring custom development work for integrations.

Automated and integrated finance functions

Manual reconciliation processes (especially for bank and card payments) outside of a main system is inefficient.

Our platform’s automation capabilities enable:

Lenders to bring reconciliation functions into the platform with high automation,

Multiple card gateways, acquirers, and funding sources,

Clear allocation of accounts to enable cash reconciliation and settlements directly at the source via system-level flags, and

Minimised off-system processing.

Scalable performance

Regardless of portfolio size or growth, Lenvi PF1 remains fast, intuitive, and easy to use for agents and back-office functions, ensuring you can continue to provide excellent customer experiences whether you’re managing 1 account, or 1,000,000.

Handling today’s complications

Managing customer vulnerability is a recognised regulatory and ethical priority.

Our tools make it simple to identify, capture, and act on vulnerabilities – whether temporary or long-term. This can be flagged by the agent or detected within digital interactions.

Once flagged, the rules engine can easily apply the requested forbearance measures. The system recommends the most appropriate solution based on customer data and lender policy, allowing:

Faster decision-making without relying on agent judgement alone

Consistency of treatment, reducing compliance risk

Full control for the lender to define and edit decision criteria

This approach protects vulnerable customers. It also ensures operational teams can act quickly, and in a way that’s both compliant and fair.

Concluding thoughts

By combining AI-driven automation, intelligent workforce management, and a configurable workflow/rules engine, Lenvi optimises the overall customer experience.

The result:

Quicker answers and resolutions – requests that used to take days or weeks are now turned around far faster.

Freedom to choose how to engage – whether by email, portal, phone, or through an agent, every interaction connects seamlessly without customers having to repeat themselves.

Reassurance that urgent or sensitive needs are prioritised – vulnerable situations or time critical cases get the right attention at the right moment.

A service shaped around them – processes flex to individual circumstances. Customers are no longer forced down a one size fits all journey.

If you’d like to understand how our Lenvi PF1 capabilities could improve your customer experiences, our team would be delighted to show you the possibilities.

Book a demo to find out more.

[This page was updated 21 August, 2025]