Operating-model design and digital delivery for a Canadian consumer lender
Client: PayDayLoanMart, Ontario, Canada
Industry: Consumer lending / payday and installment loans
Engagement: Independent consulting: architecture and delivery oversight
The business priority
The engagement connected lending operations and customer self-service through a Salesforce-based platform. Configurable payday and installment products, banking verification, payments, notifications and management dashboards were brought into an operational lending lifecycle over seven months.
The operating challenge
Applications, verification, agreements, repayments and customer service needed to work as a connected process. The design had to accommodate payday and installment products, third-party integrations and customer portal access alongside internal approval and access controls.
My strategic contribution
I worked as an independent consultant, responsible for architecture and delivery oversight. My contribution included discovery, integration design, testing and go-live across a seven-month engagement. I connected business requirements with platform and integration decisions and oversaw delivery through production go-live.
What made this complex
Configurable payday and installment products had to work alongside agreements, repayment schedules and collections. Banking verification, payment processing and SMS notifications involved three external integrations, while the customer portal, approvals, role-based access and record history formed part of the same operational lifecycle.
Key decisions and their business purpose
Support product variation through configuration. Structure payday and installment products around configurable settings. This accommodates the supported product differences within a common platform.
Connect the lending lifecycle across systems. Integrate Inverite verification, AcceptPay payments and Twilio notifications with lending workflows. This brings external services into the design alongside agreements and repayment schedules.
Design customer access and internal controls together. Combine the customer portal with role-based access, approval steps and record history. This supports self-service alongside controlled internal processing and traceability.
FROM DESIGN TO DELIVERY
What changed in the operation
What was delivered
Core platform covering leads, clients, applications, loan accounts, repayment schedules and collections.
Experience Cloud customer portal for applications, loan information, balances, repayment schedules and support requests.
Integrations with Inverite for bank verification, AcceptPay for disbursement and repayment, and Twilio for SMS notifications.
Automated agreement preparation, repayment scheduling and notifications, with management and collections dashboards.
Before and after
Verification: Manual handling → Integrated banking verification
Agreements and schedules: Manual preparation / spreadsheets → System-generated documents and schedules
Customer information: Staff-dependent enquiries → Portal access to loan information
Management visibility: Manual compilation → Consolidated lending and collections dashboards
The operational outcome
The platform reached production go-live with the customer portal, configurable loan products, agreements, repayment schedules, collections, three integrations and management dashboards operational. Role-based access, approval steps and record history were implemented.
Consulting perspective. A connected lending operation requires product rules, external services, customer access and internal controls to be designed as one operating model.
Technology foundation
Salesforce and Experience Cloud; Inverite, AcceptPay and Twilio
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