PNB Housing Finance Limited (PNBHFL) modernized their digital lending ecosystem by rebuilding their corporate website and customer journeys on Liferay PaaS.
PNB Housing Finance Scales Digital Lending With a Unified DXP
158%
increase in monthly registered users
154%
increase in page views
213%
improvement in enquiry-to-appointment conversion
31%
reduction in bounce rate
Outline
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Outline
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Key Takeaways
- From fragmented acquisition journeys to a conversion-driven digital channel
By moving off a legacy CMS to a unified Digital Experience Platform, PNB Housing Finance Limited transformed their website into a high-performing acquisition and servicing channel for retail lending and deposits. - DXP enabled end-to-end digital journeys
Liferay DXP made it possible to orchestrate complex, compliant financial journeys – from instant loan approvals to paperless fixed deposit bookings – within a single platform. - Cloud-native PaaS accelerated execution
The managed PaaS model reduced infrastructure overhead and enabled integrated CI/CD pipelines for faster, more predictable releases. This shortened development cycles by ~20% and allows teams to focus on business innovation rather than operations, ultimately leading to faster time-to-market. - Enterprise-grade governance without friction
Maker–checker workflows, role-based access control, and built-in security controls ensured regulatory compliance while improving operational efficiency by around 10%. - A future-ready foundation for IT 2.0
The platform now serves as a long-term digital backbone for new portals, mobile apps, AI-powered innovations, and partner ecosystems across B2C, B2B, and B2B2C.
Background
Incorporated in 1988 and promoted by Punjab National Bank, PNB Housing Finance Limited (PNBHFL) is one of India’s leading housing finance companies. With over 35 years of experience, ₹800+ billion in assets under management, and a network of 350+ branches across 150+ cities, the organization plays a major role in India’s housing finance ecosystem. In 2023, PNB Housing Finance Limited launched a strategic digital transformation initiative to support retail growth, improve customer experience, and modernize operations – particularly in fast-growing affordable housing segments in tier-II cities and beyond.
Challenges
PNB Housing Finance Limited’s legacy WordPress-based digital presence could no longer support their business ambitions. The platform created friction for customers, limited scalability, and introduced operational and compliance risks.
- Lead leakage and poor conversion. Broken lead capture and lack of journey orchestration caused customers to abandon applications mid-process, resulting in lost revenue opportunities.
- Inadequate experience and governance. Slow page performance, non-responsive design, and the absence of enterprise-grade content workflows led to high bounce rates and inefficient publishing cycles.
- Security and integration limitations. The legacy stack lacked robust security controls and modern API capabilities, making it difficult to integrate with CRM, credit bureaus, and KYC systems while meeting BFSI compliance requirements.
With Liferay DXP PaaS and InfoAxon’s strong engineering and digital solutioning capabilities, we moved from fragmented web experiences to a robust, scalable, and secure digital foundation for PNB Housing Finance in record time.
Implementation
PNB Housing Finance Limited partnered with InfoAxon to design and deliver a new digital foundation on Liferay DXP PaaS. The corporate website, pnbhousing.com, was reimagined as a unified digital hub and now serves marketing, customer acquisition, onboarding, servicing, and investor communication from a single platform.
The implementation followed an agile, sprint-based approach over 5 to 6 months, leveraging Liferay’s out-of-the-box product modules wherever possible to minimize customization and ensure smooth quarterly upgrades. Core product modules and features included CMS, Search, Personalization, DAM, Forms, Workflow (maker–checker), Display Templates, and Headless APIs.
The implementation followed an agile, sprint-based approach over 5 to 6 months, leveraging Liferay’s out-of-the-box product modules wherever possible to minimize customization and ensure smooth quarterly upgrades. Core product modules and features included CMS, Search, Personalization, DAM, Forms, Workflow (maker–checker), Display Templates, and Headless APIs.
Liferay DXP was deeply integrated with Salesforce CRM, loan origination systems (LOS), CIBIL, CKYC, WebEngage, and other third-party services to enable straight-through processing for loans and deposits. Delivered on a managed Google Cloud PaaS environment, the solution provided autoscaling, CI/CD pipelines, monitoring, backups, and disaster recovery by default.
Results
Following launch, PNB Housing Finance saw immediate and measurable improvements across customer engagement, conversion, and operational performance.
- Stronger digital acquisition and conversion. Monthly registered users grew by 158%, page views increased by 154%, and enquiry-to-appointment conversion improved by 213%. Disbursements rose by 143% per month.
- Improved customer experience and retention. Bounce rates dropped from 63.3% to 43.37%, reflecting faster load times, clearer navigation, and more intuitive digital journeys.
- Operational efficiency and compliance at scale. Automated workflows and enterprise content governance improved operational efficiency by ~10%, while enhanced security controls led to no reported security incidents post-implementation.
Conclusion and Next Steps
By adopting Liferay DXP PaaS, PNB Housing Finance Limited transformed their digital presence into a secure, scalable growth platform – enabling faster innovation, higher conversion, and a future-ready foundation for their IT 2.0 strategy.
Building on this foundation, PNB Housing Finance Limited is continuing to expand their digital ecosystem. Ongoing initiatives include the rollout of a comprehensive customer portal, a dedicated mobile app, and additional end-to-end loan journeys, alongside targeted microsites for specific products and segments. The organization is also investing in AI-powered innovations to further enhance personalization and efficiency, while strengthening resilience through an expanded disaster recovery setup, ensuring the platform can scale securely as digital demand continues to grow.
Building on this foundation, PNB Housing Finance Limited is continuing to expand their digital ecosystem. Ongoing initiatives include the rollout of a comprehensive customer portal, a dedicated mobile app, and additional end-to-end loan journeys, alongside targeted microsites for specific products and segments. The organization is also investing in AI-powered innovations to further enhance personalization and efficiency, while strengthening resilience through an expanded disaster recovery setup, ensuring the platform can scale securely as digital demand continues to grow.
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