Requesting loans and credit lines at Desjardins is now easier than ever and can be done from the comfort of one’s home, at any time, with just a few clicks.
The Canadian financial services group has enhanced its omnichannel experience with a new loan origination platform, enabling members to easily apply for and manage financing in self-service mode, creating a seamless financing experience across its channels.
Desjardins Group is the largest cooperative financial group in Canada and the eighth largest in the world, with assets of $524.3 billion as at March 31, 2026.
According to Desjardins, members can initiate and complete an online financing request on their own. If they need assistance at any point, they can immediately connect with an employee for personalised support through the channel of their choice, and that person can continue processing the application without interruption.
Furthermore, enhancements such as reduced form completion time, as well as Desjardins’s new omnichannel financing platform, which makes credit simpler and faster, have directly contributed to an improved overall customer experience while reinforcing trust and cooperative values.
To add to that, a major improvement has been the integration of insurance directly into the loan process, ensuring it is systematically offered as part of the customer journey.
Since the transformation, the platform has seen exceptional adoption rates, with approximately 85% of loan and line of credit applications now completed online. This represents a significant improvement compared to pre-transformation levels, when digital capabilities were more limited, particularly for lines of credit.
The transformation aimed to improve the experience for both members and employees, simplify the borrowing journey across channels, and modernise the caisse’s technology platform. Previously, loan and credit line applications relied on multiple disconnected systems, with online applications being limited to loans, and processing times often fell short of member expectations.
Looking ahead, Desjardins indicated that additional enhancements are expected to be launched in the coming months. For instance, members will soon benefit from an online counteroffer when their initial request is not approved, without having to take any action or interact with a Desjardins employee. Desjardins also intends to bring about the same kind of transformation for mortgage financing.
Desjardins was recognised at The Digital CX Awards 2026 for Best Technology Implementation for Digital CX – Canada as well as Excellence in Omni-Channel Customer Experience – Canada.
