Challenge
Equifax, the world’s oldest credit bureau (founded in 1899), relies on legacy systems and manual processes. When small businesses apply for credit data, onboarding can take up to three weeks, causing delays and customer drop-off.

Solution
As a Business Analyst on the customer onboarding team, I worked with the process improvement group to streamline and automate key steps.

1. Automated Excel Macro: Replaced a decades-old manual lookup system used for verifying location data. What once took 3–5 minutes now takes under 15 seconds.

2. Robotic Process Automation (RPA): Built a bot to extract data from PDFs and enter it directly into Salesforce, cutting data transfer time from 10–15 minutes to under 3 minutes. (Read more about the automation project in the linked blog below.)

Impact

• Reduced total onboarding time by over 60%

• Prevented customer drop-off through faster processing