As footfall at retail outlets continues to fall and people choose to complete more of their purchases and transactions online, from the comfort of their homes, lenders need to respond accordingly. 

Thanks in large part to the COVID-19 pandemic, which has accelerated the trend for moving online, gone are the days when customers would come into a branch to enquire about securing a loan. 

Now, customers will Google a lender, expect to be able to ask questions via email or Messenger and apply online. In a competitive marketplace, if your digital lending or credit union lending business isn’t able to meet these expectations, then your potential customers will go elsewhere for their loan instead.