Hi, everyone. My name is Ravi Chandra, principal salesforce developer and architect at Temple V capital. Today. I am thrilled to share how I have transformed the borrower experience by building a seamless and responsive loan application portal on experience cloud that is built on lightning platform. This initiative wasn't just about modernizing our technology. It was about creating an intuitive, efficient and accessible experience for our borrowers. In this session, we will explore the key challenges, technical innovations, and measurable improvements that made this transformation possible. Coming to the challenges, desktop only limitation. Before our transformation, we faced significant challenges with our legacy desktop only loan application system. Accessibility was a major issue. 40 percent of our borrowers could not complete loan applications on mobile devices. User frustration was another pain point. A frequent timeout and compatibility issues led to 65 percent increase in support tickets with users spending an additional 2. 5 hours to complete the loan application. Lastly, we struggled with high drop rates, 58 percent of user abandonment applications midway, often during complex form submissions. These challenges were made it clear that we need modern and mobile friendly solutions. Coming to Responsive Design Access Anywhere, our solution was a fully responsive borrower portal accessible on mobile, both on iOS and Android OS. Tablets and desktop. For mobile users, we introduced a touch optimized interface for on the go loan application. Tablet users benefited from an intuitive experience, ideal for reviewing and filling out applications. Desktop users retained access to advanced tools for detailed loan application reviews and document management. This multi device approach ensured a seamless experience, allowing borrowers to interact with their clients. The portal anytime, anywhere coming to the key portal functionalities to create an efficient and user friendly loan application portal. We introduced four major functionalities. Firstly, real time document uploads allow users to secure submit. Securely submit and track their documents with automatic validation, ensuring completeness. Secondly, e signature integration streamlined the process, reducing paperwork and cutting closing time by 80%. Thirdly, personalized dashboards provided borrowers with a clear, customized view of their loan status. And upcoming tasks. Finally, the in app messaging enabled direct secure communication with loan officers, reducing the need of email and phone calls. These features significantly improved the borrower experience. Coming to faster loan processing time, one of the most significant improvements was reducing loan processing time for our underwriting team. With automations and process enhancements, we achieved a 30 percent process speed gain. Previously, application took an average of 25 minutes to complete. Now the new portal borrowers can finish the process in just 15 minutes. Not only this improvement, not only enhances efficiency, but also improves borrower satisfaction by eliminating unnecessary delays. Coming to the technical improvements to make this transformation possible. We focused on three key technical improvements. Firstly, we eliminated 98, 95 percent of our system errors through advanced error handling and automated testing led to non zero downtime. Secondly, we adopted mobile first design, which increased mobile application completion rate by 60%. Finally, we redesigned the interface. With a user centric approach, reducing average application time from 45 minutes to just 15 minutes, while maintaining a 98 percent user satisfaction rate. Eco friendly digital solutions. Beyond improving efficiency, our digital transformation also contributed to sustainability. We eliminated over 100, 000 pages of paper annually through digital document processing. By automating manual workflows, we reduced processing time by 75 percent while conserving resources. Additionally, our shift to paperless operations and energy efficient systems decreased our carbon footprints by 40%. These changes align our commitment to environmental responsibility and operational efficiency. Reduced support calls. Our new loan application portal dramatically improved customer service efficiency. Support calls related to technical issues dropped by 40%. Thanks to our self service feature and an intuitive interface. With fewer borrowers needing assistance, our support team could focus on more complex customer needs. This in turn led to a 35 percent boost in customer satisfaction score, showing that the improved user experience directly contributed to happy borrowers. Coming to user expectations, throughout this transformation, we learned several key lessons. First, gathering user feedback was crucial. Regular surveys and interviews revealed that 78 percent of users prioritized mobile accessibility. Secondly, iterative design was essential. We made five major UI improvements based on borrower's feedback. Finally, thorough testing ensured success. We tested the loan application portal with over 5, 000 users across multiple devices, resulting in a 92 percent satisfaction rate. These lessons helped us build in a platform that not only meets. but exceeds borrower's expectation. Leveraging analytics to continuously optimize the borrower experience. We leveraged Einstein analytics in Salesforce in three key areas. Firstly, we tracked user behavior to analyze completion pattern and navigation flows, improving the application process. Secondly, we identified and addressed. Drop off points, reducing the abandonment rates by 45%. Finally, we monitored performance metrics like load times and response rates to ensure a seamless experience. This data driven approach allows us to refine and enhance the. Portal continuously coming to mobile first approach our loan application. Our loan application portal followed follows a structural mobile first development cycle. We started by designing with mobile users in mind, ensuring an optimal experience for the 76 percent of borrowers who access. Our services via mobile devices. Next, we rigorously test the platform across multiple different devices to maintain functionality and usability. Finally, we continuously optimize based on real time user data, improving performances, load times, and touch interactions. This approach guarantees a seamless experience across all mobile devices. Coming to key takeaways. In summary, our responsive design transformation has resulted in 92 percent user satisfaction rate across all devices. Our mobile first approach now effectively served 76 percent of borrowers. Data driven analytics helped us reduce abundant rates by 45 percent while our paperless initiative cut processing time by 60%. While continuously user feedback and testing from 500 plus borrowers, we have successfully built a platform that puts borrower experience first. These results showcase the power of innovation in financial services. Lastly, I wanted to thank you all for your time today. I hope this presentation provided valuable insights into how a responsive and user centric approach can transform the borrower experience. If you have any questions, I'll be happy to answer. Let's continue the conversation and work together to drive innovation in cloud native financial services. Thank you.